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For Companies At a Glance
- Tasks: Lead service delivery and ensure customer satisfaction for managed services.
- Company: Ultima is a forward-thinking tech company focused on delivering exceptional managed services.
- Benefits: Enjoy remote work flexibility, a supportive culture, and opportunities for professional growth.
- Why this job: Be the voice of the customer and drive impactful service improvements in a dynamic environment.
- Qualifications: 4+ years in a service delivery role with ITIL certification preferred.
- Other info: We value diversity and encourage all candidates to apply, even if they don't meet every requirement.
The predicted salary is between 43200 - 72000 ÂŁ per year.
GENERAL DETAILS
Job Title: Service Delivery Manager
Department/ Function: Managed Services
Location: Home based, with occasional presence in Reading office.
KEY ACCOUNTABILITIES / ROLE PURPOSE
The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.
SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.
MAIN DUTIES AND RESPONSIBILITES
- Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered.
- Conduct regular meetings to review service performance, upcoming projects, and address any concerns.
- Drive the production of relevant SLA and trending data for meaningful service reporting.
- Monitor service metrics, identify trends, and take proactive measures to maintain high service quality.
- Ownership of service assurance and escalation of corrective actions where required service levels are not being met.
- Communicate effectively with clients during critical incidents, providing updates and managing expectations.
- Ownership and coordination of customer CSI programs.
- Analyze service delivery processes to identify areas for optimization and implement best practices.
- Creating, distributing, and presenting customer service reports.
- Use data-driven insights to demonstrate the value of services delivered and track improvements over time.
- Ownership of customer documentation such as operations handbooks, service contracts and general customer data updates in Ultima’s ITSM solution.
- Understand clients\’ business objectives and IT needs, ensuring services align with their strategic goals.
- Ownership of or input into all assigned customer queries, service actions, escalations, and complaints.
- Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team
- Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda.
- Supporting the Service Transition’s team with onboarding new customers and or new services for existing customers.
- Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations
- Regular travel to customer site(s) where required.
- Strive to become a Trusted Advisor for customer to encourage repeat business and business development
- Oversee the maintenance and accuracy of the CMDB, ensuring it accurately reflects the organization\’s IT infrastructure, assets, and relationships.
- Supporting Account Director with identification and progression of further Managed Services business.
- Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations.
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE
- Minimum ITIL CSI certification.
- Minimum 4 years’ experience in an externally facing SDM role.
- Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
- Extensive experience in delivering successful CSI initiates.
- Excellent time management, multitasking and prioritisations skills and be experienced in working in a fast-paced environment.
- Excellent communication, customer presentation and customer relationship building skills.
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE
- ITIL certification.
- Technical experience with supporting corporate IT environments specially Microsoft and Citrix estates will be an added bonus.
- Prior experience in Incident or Problem Management.
KEY COMPETENCIES REQUIRE FOR ROLE
- Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
- Decision Taking and Risk Management – Willingness to take difficult decisions, confidence in decision making and attitude to risk.
- Impression Management – Making an impact on others, establishing credibility with them, making a favourable impression.
- Self-Control – Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected.
- Integrity – Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people.
- Managing Change – Anticipating and handling colleagues reactions to change and helping them to accommodate it.
This is the one in my ads:Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement?
People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you
Senior Service Delivery Manager employer: Ultima
Contact Detail:
Ultima Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL principles, especially around Continual Service Improvement (CSI). This will not only help you understand the expectations of the role but also allow you to speak confidently about how you can implement these practices in your potential new position.
✨Tip Number 2
Network with current or former Service Delivery Managers in similar roles. Engaging in conversations about their experiences can provide valuable insights into the challenges and expectations of the job, which you can reference during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction in previous roles. Highlighting your achievements in service delivery will demonstrate your capability and align with the key accountabilities of the position.
✨Tip Number 4
Stay updated on the latest trends in managed services and customer experience. Being knowledgeable about industry developments will show your commitment to the role and your ability to contribute to ongoing improvements at Ultima.
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 management, particularly in customer-facing roles. Emphasise your ITIL certification and any specific achievements related to customer satisfaction and service improvement.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the key accountabilities of the role. Mention your experience in managing customer relationships and driving service quality, and express your enthusiasm for contributing to Ultima's Managed Services.
Showcase Relevant Skills: Highlight your skills in communication, time management, and decision-making. Provide examples of how you've successfully managed service delivery and improved customer satisfaction in previous roles.
Demonstrate Cultural Fit: Reflect on Ultima's commitment to diversity and inclusion in your application. Share experiences that demonstrate your ability to work in diverse teams and your approach to building respectful and inclusive environments.
How to prepare for a job interview at Ultima
✨Understand the Role
Make sure you have a clear understanding of the Service Delivery Manager role and its key responsibilities. Familiarise yourself with the company's Managed Services and how they align with customer satisfaction. This will help you articulate your fit for the position.
✨Showcase Your Experience
Prepare to discuss your previous experience in service delivery management, particularly any successful initiatives you've led. Highlight your ITIL certification and how it has helped you improve service quality in past roles.
✨Demonstrate Communication Skills
As a Service Delivery Manager, effective communication is crucial. Be ready to provide examples of how you've managed client expectations during critical incidents and how you've built strong relationships with customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think about past challenges you've faced and how you resolved them, especially in high-pressure environments.
