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- Tasks: Lead the helpdesk team and maintain strong customer relationships.
- Company: Uptime helps MSPs scale quickly with top-notch technical services globally.
- Benefits: Enjoy a hybrid work model with opportunities for growth and mentorship.
- Why this job: Join a fast-paced environment where your leadership can make a real impact!
- Qualifications: Experience in MSP environments and strong team leadership skills are essential.
- Other info: Regular office presence in Crawley is required, but flexibility is offered.
The predicted salary is between 42000 - 84000 £ per year.
Company Overview:
Uptime provides a range of products and services to assist MSPs to scale quickly, without risk and still deliver top quality services. Our company offers a range of technical services including helpdesk, staff augmentation, NOC and project delivery services. We have teams based across the globe.
Everything we do for our partners is white labelled; we act as the partners’ brand whenever we answer the phone or respond to email, even when we attend customer sites!
What’s this role about?
As a Service Delivery Manager, you will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. We are a fast-paced Master MSP, and you will be in regular communication with partners to whom we deliver MSP services.
You will lead the helpdesk team and be their ‘go-to’ person when they need guidance. You will also play a pivotal role in liaising with partners to manage their expectations, and alongside that, you will ensure that our team is hitting their KPIs.
The role will require strong team leadership skills as well as excellent communication. You will be working closely with peers based overseas.
Overall responsibility for Service Delivery Manager:
- Ensuring that all customer communication is done in a customer-centric manner
- Coaching the team to deliver the number of contracts that meet revenue goals
- Providing mentoring to the technical team to ensure they are working efficiently and accurately
- Ensuring our processes and SOPs are followed by the team and working to improve processes as required
- Demonstrating the company core values
- Delivering on team SLA compliance and customer satisfaction KPIs
Requirements:
- Proficiency in leading both physical and virtual teams
- Expertise in people management and team leadership
- Aptitude in technical problem solving
- Ability to identify when a ticket needs to be moved to another engineer for best execution
- Understanding of ITIL principles
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Previous experience in an MSP environment – We will consider a senior tech who has perhaps had some exposure and is keen to progress down the SDM route.
The role is hybrid, but there will be a requirement to be in our Crawley (Sussex) office on a regular basis. We ideally would like an individual to be within easy striking distance of Crawley in case of having to be in at short notice.
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Service Delivery Manager - MSP Environment employer: Uptime Solutions Ltd
Contact Detail:
Uptime Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager - MSP Environment
✨Tip Number 1
Familiarize yourself with ITIL principles, as they are crucial for the Service Delivery Manager role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to effective service management.
✨Tip Number 2
Highlight your experience in managing both physical and virtual teams. Be ready to share specific examples of how you've successfully led teams in an MSP environment, showcasing your leadership skills and ability to maintain high customer satisfaction.
✨Tip Number 3
Prepare to discuss your approach to coaching and mentoring team members. Think about how you can improve team performance and ensure that KPIs are met, as this is a key responsibility of the role.
✨Tip Number 4
Since the role requires regular communication with partners, practice articulating your communication style. Being able to convey information clearly and effectively will be essential in managing expectations and building strong relationships.
We think you need these skills to ace Service Delivery Manager - MSP Environment
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Delivery Manager position. Highlight the key responsibilities and requirements, such as team leadership, customer communication, and ITIL principles, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in an MSP environment or roles that required strong people management and technical problem-solving skills. Use specific examples to demonstrate your capabilities.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure that your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've successfully managed customer relationships in the past.
Tailor Your Cover Letter: Craft a personalized cover letter that addresses Uptime directly. Mention why you are interested in the company and how your values align with theirs. Discuss your approach to team leadership and customer satisfaction, which are central to the role.
How to prepare for a job interview at Uptime Solutions Ltd
✨Showcase Your Leadership Skills
As a Service Delivery Manager, you'll need to demonstrate strong team leadership skills. Be prepared to share examples of how you've successfully led teams in the past, especially in a fast-paced environment like an MSP.
✨Emphasize Customer-Centric Communication
Since maintaining strong customer relationships is key, highlight your experience in customer communication. Discuss how you ensure that all interactions are customer-centric and how you've handled challenging situations with clients.
✨Demonstrate Technical Problem-Solving Aptitude
Be ready to discuss your technical problem-solving abilities. Provide specific examples of how you've resolved issues in an MSP setting and how you guide your team in troubleshooting effectively.
✨Familiarize Yourself with ITIL Principles
Understanding ITIL principles is crucial for this role. Brush up on these concepts and be prepared to discuss how you've applied them in previous roles to improve service delivery and efficiency.
