At a Glance
- Tasks: Lead a high-performing team to deliver exceptional customer service and drive continuous improvement.
- Company: Dynamic company in Ringwood with a focus on service excellence and team development.
- Benefits: Competitive salary, profit share, 22 days leave, and hybrid working options.
- Other info: Join a supportive environment with opportunities for professional growth and development.
- Why this job: Shape service delivery strategy and make a real impact on customer satisfaction.
- Qualifications: Proven leadership in IT service delivery and strong knowledge of service management frameworks.
The predicted salary is between 50000 - 55000 £ per year.
Location: Ringwood, Hampshire + Hybrid home working (non-contractual)
Salary: £50,000 - £55,000 + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
As a key member of the management team and joint head of the Support Department, you will provide strong leadership, coaching, and direction to develop a high-performing team capable of delivering outstanding customer service. You will play a pivotal role in shaping service delivery strategy, strengthening client relationships, driving continuous improvement initiatives, and ensuring our services remain efficient, reliable, and aligned to both customer expectations and business objectives.
As Service Delivery Manager, you will be responsible for the day-to-day leadership and performance of our Service Desk function, overseeing 1st Line, 2nd Line, and Service Management teams. You will ensure service excellence by driving the achievement of contractual KPIs, managing customer escalations, producing insightful service reporting, and maintaining high standards of operational performance across the support function.
Duties Include:
- Ensure contractual KPIs, SLAs and compliance targets are consistently achieved.
- Build strong working relationships with Heads of Department to support business objectives and service delivery.
- Develop and deliver the Service Management Plan in line with organisational goals.
- Drive a culture of continuous improvement, accountability and service excellence.
- Manage resources effectively to deliver high-quality services within budget.
- Maintain and oversee key elements of the Service Management System (SMS).
- Maintain and develop the service catalogue to meet customer requirements.
- Identify service trends, risks and opportunities for improvement through data analysis.
- Lead major incident response and recovery activities.
- Ensure compliance with relevant regulations, standards and internal processes.
- Gather and act on customer feedback to enhance service quality.
- Monitor, review and improve service management processes and performance.
Skills and Experience:
- Proven leadership experience within an IT Service Delivery or Managed Services environment.
- Strong knowledge of service management frameworks and best practices, including ITIL.
- Experience working with ISO / IEC 20000 service management standards.
- Excellent people management, coaching and team development skills.
- Experience of working within a Managed Service Provider.
- Strong stakeholder management and relationship-building abilities.
- Experience managing KPIs, SLAs and service performance reporting.
- Ability to analyse data and drive continual service improvements.
- Strong problem-solving and decision-making capabilities.
- Experience managing major incidents and customer escalations.
- Excellent organisational, communication and planning skills.
- Commercial awareness with experience managing budgets and resources.
- A proactive, customer-focused approach with a commitment to service excellence.
The role is subject to a standard clear DBS being received.
The Package:
Company Profit Share (first £3,600 is tax free) 22 days annual leave plus
Contact Details:
Trusted Technology Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trusted Technology Partnership. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trusted Technology Partnership before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trusted Technology Partnership:Your cover letter is your chance to shine! Tell us why you want to work at Trusted Technology Partnership specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trusted Technology Partnership!
How to prepare for a job interview at Trusted Technology Partnership
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
