At a Glance
- Tasks: Lead customer service delivery and ensure top-notch satisfaction with our connectivity solutions.
- Company: Join Convergence Group, a dynamic and innovative tech company focused on customer-first solutions.
- Benefits: Enjoy 33 days holiday, private medical, enhanced pension, and a dog-friendly office!
- Other info: Hybrid working model with flexible hours and opportunities for accelerated career development.
- Why this job: Make a real impact in a fast-paced environment that values growth and innovation.
- Qualifications: 5+ years in customer service, strong emotional intelligence, and excellent communication skills.
The predicted salary is between 40000 - 60000 £ per year.
At Convergence Group, we’ve spent 20 years building a business that puts customers first. Our mission? To provide ‘Connectivity as a Service’ (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry.
As our Service Delivery Manager, you’ll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.
What it’s really like here
The pace and intensity are higher than most environments in our sector. The workload is typically around 30% greater than many people will have experienced elsewhere - not because we are chaotic, but because we are ambitious and constantly building. We grow organically and through acquisition, continuously integrating, improving and raising the bar. The landscape evolves, priorities shift, and expectations rise. If you prefer a predictable, static environment, this probably won’t feel comfortable. If you are energised by growth, movement and high standards, it can be deeply rewarding. Your strengths will have a bigger platform here - and you will be stretched behaviourally more than in most environments. We value respectful honesty: anyone can challenge an idea; hierarchy doesn’t protect thinking and getting it right matters more than being right. Ego doesn’t perform well here; curiosity, learning and ownership do. We hire people who are already strong at their craft - the stretch at Convergence Group is navigating pace, complexity and constant evolution. This environment isn’t for everyone, but for the right person it offers an exceptional opportunity for impact, growth and accelerated development.
What you’ll do as our Service Delivery Manager
- You will act as the voice of the customer within Convergence Group.
- Lead service performance reviews and drive Service Improvement Plans when needed.
- Keep your customers happy and coming back for more!
- Stay ahead with regular meetings and calls to build stronger relationships, boost satisfaction, and drive growth effortlessly.
- Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement.
- Conduct regular customer pulse surveys and in-depth quarterly reviews to measure service quality, understand customer perception, and identify opportunities for continuous improvement.
- Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high.
- Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities - driving more value for customers while strengthening partnership.
What we’re looking for
- 5+ years’ experience in a customer service role managing B2B customer relationships in IT, Telecoms, or Infrastructure.
- Experience of managing customer service in the delivery of LAN, WAN, WiFi or Security solutions.
- Strong emotional intelligence to build meaningful and successful relationships.
- Experience as a customer advocate and internal champion.
- Proven track record in customer satisfaction, reporting and service improvement planning.
- Excellent verbal and written communication skills – you make complex things simple.
- Proficiency in Zoho CRM, and ServiceNow (or similar tools).
- Strong time management and organisation skills to juggle multiple priorities.
- Ability to pass BPSS and other clearances.
What you’ll get
- Time off: 33 days holiday (including bank holidays).
- Benefits: Private medical, enhanced pension, income protection & life assurance.
- Hybrid working: 3 days a week in Solihull office & flexible core hours.
- Dog-friendly office – yes, really!
Who Are Convergence Group?
At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in WAN, LAN, WiFi and Security solutions we stand out by revolutionising infrastructure management – making it seamless so our customers can focus on what matters most. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.
If you’re driven, customer-focused, and ready to take your service delivery career to new heights, apply now and be part of a company that’s redefining connectivity solutions!
Service Delivery Manager in Solihull employer: Sales Operations
At Convergence Group, we pride ourselves on fostering a dynamic and ambitious work culture that prioritises customer satisfaction and continuous improvement. With generous benefits including 33 days of holiday, private medical insurance, and a dog-friendly office in Solihull, we offer an environment where your skills can thrive and grow. Join us to be part of a team that values curiosity, learning, and ownership, providing exceptional opportunities for personal and professional development in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Solihull
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups to connect with people in the IT and telecoms space. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Be proactive! Reach out to potential employers directly, even if they haven't advertised a position. A friendly email expressing your interest can set you apart from the crowd.
✨Tip Number 3
Prepare for interviews by researching the company culture and values. At Convergence Group, they value curiosity and ownership, so be ready to showcase how you embody these traits.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at Convergence Group.
We think you need these skills to ace Service Delivery Manager in Solihull
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience in managing B2B customer relationships and any relevant skills that align with our mission of providing top-notch service.
Showcase Your Communication Skills:Since excellent verbal and written communication is key, use your application to demonstrate how you simplify complex ideas. This will show us you can effectively convey information to both customers and internal teams.
Emphasise Your Customer-Centric Approach:We’re looking for someone who acts as a true voice of the customer. Share examples from your past roles where you’ve successfully advocated for customer needs and driven service improvements.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Convergence Group.
How to prepare for a job interview at Sales Operations
✨Know Your Customer Service Inside Out
Make sure you can talk confidently about your experience in managing B2B customer relationships, especially in IT or Telecoms. Be ready to share specific examples of how you've improved service delivery and customer satisfaction in previous roles.
✨Showcase Your Emotional Intelligence
Since this role requires strong emotional intelligence, prepare to discuss how you've built meaningful relationships with customers. Think of instances where your empathy and understanding made a difference in resolving issues or enhancing customer experiences.
✨Be Ready for Fast-Paced Questions
Given the high pace at Convergence Group, expect questions that assess your ability to handle multiple priorities and adapt to changing situations. Prepare examples that demonstrate your time management skills and how you've thrived in dynamic environments.
✨Demonstrate Your Curiosity and Ownership
Convergence Group values curiosity and ownership, so be prepared to discuss how you've taken initiative in past roles. Share examples of how you've challenged the status quo, driven improvements, or learned new skills to better serve your customers.
