Support Manager

Job Title: Service Delivery Manager (Service Desk/Support)
Location: Warwick (hybrid 3 days onsite/2 remote)
Salary: £60K-£70K + benefits
Reports to: MD Of Digital

Overview:

Our client is an established digital consultancy who are scaling rapidly this year due to high demand for their products and services. As a result, they are on the look out for an experienced Service Delivery Manager to support its expanding product and client portfolio. This hands-on role involves managing customer queries, overseeing support operations, and ensuring smooth delivery of services and deployments across their client base.

Key Responsibilities:

• Manage and triage support tickets, ensuring timely resolution and communication.

• Monitor SLAs and KPIs, maintaining high service quality.

• Lead offshore support teams to align with service standards.

• Act as the main contact for clients on service-related matters.

• Collaborate with cross-functional teams to resolve issues and support transitions.

• Conduct incident reviews and root cause analysis.

• Oversee service transitions for new projects and clients.

• Drive service improvements and produce performance reports.

Skills & Experience:

• Proven background in service delivery – specifically support management.

• Experience with offshore teams and customer-facing roles.

• Strong communication, problem-solving, and client service skills.

• Familiar with Jira or similar ticketing systems.

• Comfortable in fast-paced, agile environments.

• Experience supporting critical, always-on systems.

Desirable:

• ITIL certification or service management qualifications.

• Experience in service transitions and onboarding processes.

What's Offered:

• Work on meaningful digital products that are game-changing

• Supportive and collaborative team culture.

• Career development and flexible working options.

• Competitive salary and benefits.

If this sounds like you, please hit the apply button!