At a Glance
- Tasks: Manage customer relationships and drive service improvements for exceptional satisfaction.
- Company: Join Wavenet, a company that values your growth and wellbeing.
- Benefits: Enjoy hybrid working, generous leave, and comprehensive health benefits.
- Other info: Dynamic environment with opportunities for personal and professional development.
- Why this job: Make a real impact by enhancing customer experiences and driving revenue.
- Qualifications: ITIL V4 Foundation and 2+ years in customer-facing service management required.
The predicted salary is between 35000 - 45000 £ per year.
Job Description
Are you passionate about delivering exceptional customer service and driving continual service improvement? We’re looking for a
Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.
This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.
Key Responsibilities
- Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
- Plan, lead, and document structured Service Review Meetings with key stakeholders.
- Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
- Act as the escalation point for internal and external customer service concerns.
- Partner with Account Management to align on strategic goals and drive new opportunities.
- Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
- Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
- Provide detailed business reporting and forecasting to internal and external stakeholders.
- Support broader service initiatives and collaborate across departments to improve customer experience.
- What Success Looks Like
- High levels of customer satisfaction (NPS & service management surveys)
- Strong customer retention and account growth
- Increased revenue and identification of upsell opportunities
- Profitability through cost-effective service delivery
- Consistent SLA performance and service excellence
Qualifications
Experience & Qualifications
- ITIL V4 Foundation (essential); additional ITIL modules are a plus
- 2+ years of experience in a customer-facing service management role
- Background in IT, Managed Services, or Telecoms industry
- Experience managing multiple customers/accounts
- Proficient in Microsoft Office applications
- Experience working with P&L and understanding commercial impacts
- Familiarity with Service Now or similar ITSM platforms
Skills to Succeed
- Exceptional communication skills (written and verbal), including executive-level engagement
- Strong negotiation and influencing ability
- Customer-centric mindset with a passion for delivering value
- Resilience and ability to thrive in a fast-paced, demanding environment
- Organised, self-motivated, and capable of managing competing priorities
- Skilled at driving change, meeting deadlines, and leading improvement initiatives
- Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one.
With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
Here’s a closer look at what we offer
- Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
- Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority.
Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
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Service Manager S2 in Swansea employer: Wavenet
As a Network Engineer at our forward-thinking technology provider, you'll thrive in a dynamic work culture that prioritises innovation and excellence. With a hybrid working model, generous annual leave, and a comprehensive wellbeing programme, we are dedicated to supporting your professional growth and ensuring a healthy work-life balance. Join us in a role where your passion for technology will directly contribute to our mission of keeping customers connected and secure.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager S2 in Swansea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wavenet. 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 Wavenet 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 Manager S2 in Swansea
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 Wavenet:Your cover letter is your chance to shine! Tell us why you want to work at Wavenet 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 Wavenet!
How to prepare for a job interview at Wavenet
✨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.
