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- Tasks: Manage customer service operations and ensure top-notch delivery.
- Company: Join Zenzero, a leading midmarket MSP with exciting growth plans.
- Benefits: Full-time role with competitive salary and opportunities for professional development.
- Why this job: Be at the forefront of IT service delivery and make a real impact.
- Qualifications: Bachelor's degree and 5 years in IT service management required.
- Other info: Dynamic environment with a focus on continual improvement and best practices.
The predicted salary is between 36000 - 60000 £ per year.
Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. 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 customer’s 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 5 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
- Confident communication
Seniority level: Associate
Employment type: Full-time
Job function: Sales and Business Development
Industries: IT Services and IT Consulting
Service Delivery Manager employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨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 Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service delivery and ITIL processes. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've improved service delivery in past roles. 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 about their job search.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with ITIL processes and any relevant project management skills. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for customer-centric service delivery and how you can contribute to Zenzero's growth. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Analytical Skills: Since this role involves detailed analysis and problem-solving, make sure to include examples of how you've used these skills in past roles. We love seeing how you’ve tackled challenges and improved service delivery!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Zenzero!
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 Analytical Skills
The job requires strong analytical problem-solving skills, so come ready with examples of how you've used data to drive service improvements. Think about specific instances where your analysis led to positive outcomes for customers.
✨Communicate Like a Pro
As a Service Delivery Manager, you'll need to communicate effectively with various stakeholders. Practice articulating your thoughts clearly and confidently, especially when discussing complex IT concepts or project updates.
✨Demonstrate Customer-Centricity
Zenzero is looking for someone passionate about customer experience. Prepare to share stories that highlight your commitment to customer satisfaction and how you've gone above and beyond to meet client needs in previous roles.
