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For Companies At a Glance
- Tasks: Lead a dynamic service team to ensure exceptional client delivery and satisfaction.
- Company: Join SearchWorks, a leading IT services provider in Newcastle Upon Tyne.
- Benefits: Enjoy a full-time role with opportunities for professional growth and development.
- Why this job: Be part of a high-performance culture that values innovation and client success.
- Qualifications: Must have experience in IT support, MSP, and leadership roles.
- Other info: Drivers license required; familiarity with Microsoft 365 and ticketing systems is a plus.
The predicted salary is between 42000 - 84000 £ per year.
As the Service Delivery Manager, you will elevate client satisfaction and drive team excellence by leading a dynamic service team, ensuring exceptional delivery and fostering a high-performance culture.
What you'll do:
- Serve as the primary point of contact for client inquiries and escalations.
- Ensure client satisfaction and address evolving needs.
- Utilize and enhance PSA and RMM tools for efficient client and system management.
- Automate business processes and generate KPI reports.
- Maintain optimal system patching and monitoring protocols.
- Evaluate and address individual client technology requirements.
- Identify and mitigate potential risks to clients and company operations.
- Lead, mentor, and develop the service delivery team by conducting 1:1 reviews.
- Define and manage key performance indicators (KPIs) for team and individual performance.
What you'll need:
- Drivers license
- Experience working for a Managed Service Provider (MSP) or IT Support Business.
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience and knowledge of working with the Microsoft 365 Platform
- Management & Leadership Experience of an IT Service Team
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
Service Delivery Manager employer: SearchWorks
Contact Detail:
SearchWorks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as PSA and RMM tools. Being able to discuss your experience with these systems during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your experience in managing client relationships and resolving escalations. Prepare examples of how you've successfully handled challenging situations in the past to showcase your problem-solving skills.
✨Tip Number 3
Research the company’s culture and values, especially their approach to client satisfaction and team performance. Tailoring your conversation to align with their ethos can make a strong impression during interviews.
✨Tip Number 4
Prepare to discuss your leadership style and how you mentor team members. Think of specific instances where you've developed talent or improved team performance, as this is crucial for the Service Delivery Manager role.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and IT management. Emphasise your previous roles in Managed Service Providers (MSPs) or IT Support Businesses, and showcase your leadership skills.
Craft a Compelling Cover Letter: Write a cover letter that addresses the specific requirements of the Service Delivery Manager role. Mention your experience with PSA and RMM tools, and how you have successfully led teams to enhance client satisfaction.
Showcase Relevant Skills: In your application, clearly outline your experience with Microsoft 365, ticketing systems, and KPI management. Provide examples of how you've automated processes or improved service delivery in past roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Service Delivery Manager.
How to prepare for a job interview at SearchWorks
✨Understand the Role
Make sure you have a clear understanding of what a Service Delivery Manager does. Familiarise yourself with the responsibilities listed in the job description, such as client satisfaction and team leadership, so you can discuss how your experience aligns with these expectations.
✨Showcase Your Experience with Tools
Since the role involves using PSA and RMM tools, be prepared to discuss your experience with these systems. Highlight specific examples of how you've used them to improve service delivery or automate processes in previous roles.
✨Demonstrate Leadership Skills
As a Service Delivery Manager, you'll need to lead and mentor a team. Be ready to share examples of how you've successfully managed teams in the past, including any 1:1 reviews or performance management strategies you've implemented.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle client escalations. Think of situations where you've had to mitigate risks or address client needs effectively, and be ready to explain your thought process.
