At a Glance
- Tasks: Manage customer service operations and ensure top-notch delivery of IT services.
- Company: Join Zenzero, an award-winning tech provider with a people-first culture.
- Benefits: Competitive salary, career growth, and the chance to work with innovative technologies.
- Other info: Dynamic role with opportunities for professional development and collaboration.
- Why this job: Make a real impact in a fast-growing tech company while enhancing your skills.
- Qualifications: 5+ years in IT service management and relevant certifications required.
The predicted salary is between 60000 - 75000 £ per year.
Join Zenzero, an award-winning UK technology and managed services provider helping organisations achieve more through innovative IT, cyber security, cloud and digital solutions. In this role you will be responsible for the day-to-day management of your customer’s service operations and delivery and will be expected to be onsite at customer locations around 2 days per week in the midlands. Ensuring process efficiencies are realised 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.
Core responsibilities
- Form a positive and professional relationship with the customer(s) (normally one, or more, primary contacts, or stakeholder(s), both remotely and when on a customer site)
- Manage SLA and tracking of the service desk’s overall performance for your customers in accordance to the contract
- Provide detailed analysis based on Service Reporting identify ticket patterns and any changes to service
- Oversee and execute core ITIL processes for your customers (Problem Management, Change Management, Risk 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
- Protect revenue and profitability by monitoring contract performance and driving timely commercial actions with the Account Manager
Qualifications and Skills
- Requires a relevant bachelor's degree and at least 5 years of experience and track record in managing large scale IT maintenance related projects or in an existing service management function
- ITIL 4 Foundation certification, plus any relevant specialist certifications
- Enterprise IT Service Management or Operational experience preferable
- Experience working in a SIAM (Service Integration and Management) environment
- Experience implementing AI solutions to improve service desk SLAs and contractual obligation
- Experience in c-suite level stakeholder management
- Proactive
- Good understanding of M365 and associated licensing models
- Strong analytical problem-solving skills
Senior Service Delivery Manager employer: Zenzero
Zenzero is an exceptional employer that prioritises a people-first culture while delivering innovative IT solutions. With recognition as the Nationwide Managed IT Services Company of the Year 2024, employees benefit from a dynamic work environment that fosters professional growth and collaboration. Located in the Midlands, Zenzero offers unique opportunities for career advancement within one of the UK's fastest-growing technology firms, ensuring that every team member can thrive and contribute to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Zenzero values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Zenzero might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Zenzero!
✨Direct Apply to Zenzero
Let's not forget to apply directly through the Zenzero website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Zenzero.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Zenzero. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Zenzero
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
