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For Companies At a Glance
- Tasks: Manage and deliver IT services, ensuring client satisfaction and compliance with service levels.
- Company: Join a 3* World Class Best Company focused on exceptional service delivery.
- Benefits: Enjoy flexible working, 25 days holiday, private health insurance, and more perks.
- Why this job: Be the key contact for clients, driving improvements and enhancing customer experiences.
- Qualifications: Experience in service delivery, strong client relationship skills, and a proactive mindset required.
- Other info: Work remotely with a supportive team and access to continuous improvement initiatives.
The predicted salary is between 48000 - 84000 £ per year.
Overall ownership & accountability for the management and successful delivery of contracted services, across a wide range of customers. The role is responsible for ensuring all IT & related services meet contracted specifications across the full-service lifecycle.
Client Relationship building is crucial in this role, building & maintaining strong customer relationships is key to delivering exceptional service for new & existing customers. You will act as the central point of contact for service delivery for your aligned accounts, focusing on customer experience and driving satisfaction.
What you'll be delivering
- Build, own, and manage strong client relationships, acting as the primary point of contact for service delivery.
- Own and manage the delivery of services in line with contracted service levels, ensuring performance and compliance with all obligations.
- Lead regular, structured service review meetings with clients, including the production and presentation of monthly service reports.
- Analyse service performance data (e.g. trend analysis, monthly metrics) to provide actionable insights and drive improvements in service quality and customer satisfaction.
- Maintain and manage Continual Service Improvement (CSI) plans and RAID logs to monitor risks, issues, and service enhancement initiatives.
- Ensure service delivery processes and procedures are robust, documented, and consistently followed to maintain high performance standards.
- Proactively recommend and drive improvements to both internal services and client environments, leveraging insights from service reviews and data.
- Contribute to client ICT strategy and development roadmaps by understanding business needs and aligning services accordingly.
- Identify opportunities for service enhancement, cost optimisation, and potential upselling of additional services.
- Accountable for owning the renewal conversations in collaboration with Account Management.
- Collaborate effectively with cross-functional teams, including Account Management, Project Delivery, Consultancy, and Department Heads.
- Lead and support internal service delivery initiatives, driving operational efficiency and positive change within the Service Delivery function.
We think you'll be successful in this role if you have some of the following
- Proven experience working within a Microsoft Partner environment, with a strong understanding of partner/customer dynamics.
- Previous Service Delivery/Customer Success experience with Enterprise level customers.
- Strong experience in managing client relationships, ensuring satisfaction and long-term engagement.
- Skilled at managing both internal and external stakeholders, balancing needs and aligning expectations.
- Experienced in escalation management, handling critical issues efficiently and professionally.
- Excellent ability to organise, prioritise, and manage tasks in a fast-paced, multi-client environment.
- Customer service-focused, with a drive to exceed expectations and build trust.
- High emphasis on Continual Service Improvement (CSI), with a proactive mindset.
- Demonstrated track record of enhancing service delivery and improving customer experience.
- Strong problem-solving, communication, and attention to detail — essential soft skills for service leadership.
What we'll offer in return
In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
- To work at a 3* World Class Best Company.
- Flexibility over where you work with our Winning from Anywhere approach.
- 25 days holiday.
- Home working allowance paid monthly.
- Winning from Anywhere allowance to help your set up at home.
- 24/7 GP at hand.
- Immediate 24/7 access to an Employee Assistance Programme.
- We’ll support you when you’re not well with our Company sick pay scheme.
- Private health insurance after a successful year’s service.
- Enhanced parental pay and leave, supporting you with those precious life moments.
- Access to the Perkbox platform to help make your money go further.
- Cyclescheme.
- Electric car scheme.
- And many more!
Senior Service Delivery Manager employer: Transparity
Contact Detail:
Transparity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Focus on showcasing your experience in managing client relationships, especially within a Microsoft Partner environment. Be prepared to discuss specific examples of how you've built and maintained strong customer relationships, as this is crucial for the role.
✨Tip Number 2
Highlight your ability to analyse service performance data and provide actionable insights. Think of instances where your analysis led to improvements in service quality or customer satisfaction, as these will resonate well with our expectations.
✨Tip Number 3
Prepare to discuss your experience with Continual Service Improvement (CSI) initiatives. We value a proactive mindset, so be ready to share how you've identified opportunities for service enhancement and driven positive change in previous roles.
✨Tip Number 4
Demonstrate your problem-solving skills and ability to manage escalations effectively. Think of examples where you handled critical issues professionally, as this will show your capability to maintain high performance standards under pressure.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and client relationship management. Use specific examples that demonstrate your ability to manage customer expectations and improve service quality.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of the role's requirements, particularly your experience with Microsoft Partner environments and your approach to continual service improvement. Show how your skills align with the company's goals.
Highlight Key Achievements: When detailing your work history, focus on quantifiable achievements related to service delivery and customer satisfaction. Use metrics to illustrate your impact, such as improvements in service performance or successful client engagements.
Prepare for Potential Questions: Anticipate questions related to client relationship management and service delivery challenges. Be ready to discuss specific scenarios where you successfully resolved issues or enhanced service quality, showcasing your problem-solving skills.
How to prepare for a job interview at Transparity
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of the Senior Service Delivery Manager role. Familiarise yourself with the key responsibilities, such as managing client relationships and ensuring service delivery meets contracted specifications. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Client Relationship Skills
Since building strong client relationships is crucial for this role, prepare examples from your past experiences where you've successfully managed client expectations and enhanced customer satisfaction. Highlight any specific strategies you used to maintain long-term engagement.
✨Prepare for Data Analysis Questions
The job involves analysing service performance data to drive improvements. Be ready to discuss your experience with data analysis, including any tools or methodologies you’ve used. Consider bringing examples of how your insights led to actionable changes in service quality.
✨Demonstrate a Proactive Mindset
The role emphasises Continual Service Improvement (CSI). Be prepared to discuss how you've proactively identified opportunities for service enhancement in previous roles. Share specific instances where your initiatives led to improved service delivery or customer experience.
