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- Tasks: Manage customer service operations and ensure top-notch delivery of IT services.
- Company: Zenzero, a leading midmarket MSP with exciting growth plans.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Why this job: Join a passionate team and make a real impact on customer experiences.
- Qualifications: Bachelor's degree and 7-10 years in IT service management required.
- Other info: Opportunity to work with cutting-edge IT practices and collaborate with diverse teams.
The predicted salary is between 36000 - 60000 £ per year.
Zenzero are a leading midmarket MSP with offices based in several locations across the UK. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate, customer-centric individual who is ready to support the growth of the service delivery function.
In this role, you will be responsible for the day-to-day management of your customers’ service operations and delivery. Ensuring process efficiencies are realised through continual service improvement and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met, and any Service Improvement initiatives are delivered in a timely manner.
Key Responsibilities- Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract.
- Work closely with Service Desk and other delivery teams to ensure positive outcomes for your customers.
- Provide detailed analysis based on Service Reporting to identify ticket patterns and any changes to service.
- Oversee and execute core ITIL processes for your customers (Major Incident Management, Problem Management, Change Management).
- Maintain and lead IT service reviews with customers and internal stakeholders.
- Continually reviewing the service to ensure it meets the customer needs and evolves with Zenzero best practices.
- Act as a key point of contact for project teams for transition into service and services acceptance.
- Manage the escalation of service incidents and requests, taking ownership of achieving a timely resolution where required.
- Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers.
- Requires a relevant bachelor's degree or at least 7-10 years of experience in managing large scale IT maintenance related projects or in an existing service management function.
- Significant experience with ITIL framework. ITIL v4 Foundation or higher would be beneficial.
- Project management experience. Prince2 or Agile Foundation would be beneficial.
- Experience in c-suite level stakeholder management.
- Good understanding of M365 and associated licensing models.
- Strong analytical problem-solving skills.
Senior Service Delivery Manager in Leeds employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service delivery and ITIL processes. We suggest doing mock interviews with friends or using online platforms to get comfortable talking about your experience and how it aligns with Zenzero's needs.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've improved service delivery in the past. We want to see how you’ve tackled challenges and made a positive impact on customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Senior Service Delivery Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Delivery Manager role. Highlight your experience with ITIL processes and project management, as well as any relevant achievements that showcase your customer-centric approach.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service delivery and how your skills align with Zenzero's growth plans. Don’t forget to mention your experience in managing SLAs and improving service efficiency.
Showcase Your Analytical Skills: Since the role involves detailed analysis of service reporting, make sure to include examples of how you've used data to drive improvements in past roles. This will demonstrate your strong analytical problem-solving skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Zenzero
✨Know Your ITIL Inside Out
Since the role heavily relies on ITIL processes, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles, especially in Major Incident Management and Change Management.
✨Showcase Your Customer-Centric Approach
Zenzero is looking for someone who is passionate about customer service. Think of specific examples where you've gone above and beyond for a client or improved their experience. This will demonstrate your commitment to customer satisfaction.
✨Prepare for Data-Driven Discussions
You'll need to analyse service reports and identify patterns, so be ready to talk about your analytical skills. Bring examples of how you've used data to drive service improvements or solve problems in previous roles.
✨Engage with Stakeholder Management Scenarios
Given the importance of c-suite level stakeholder management, prepare to discuss your experience in this area. Think of situations where you've successfully managed expectations or communicated complex information to senior leaders.
