Service Delivery Manager Location: Northampton (Hybrid Working - 3 days in office, 2 days remote after 3 month probation) Salary: up to £43k Job Type: Full-time Join our team as a Service Delivery Manager and play a pivotal role in delivering exceptional service to high-profile customers using our Managed Service platform.
This position is perfect for someone who thrives in a fast-paced environment, possesses excellent process management skills, and has a proactive approach to customer service.
Day-to-day of the role: Proactively manage the performance and communication of services provided to customers, ensuring operational service targets and contractual compliance are met.
Act as the voice of the customers internally, coordinating different teams' efforts in delivering services throughout the lifecycle, and being an escalation point.
Support the ongoing execution of IT Strategy Reviews and Technology Roadmaps developed for customers.
Ensure adherence to service management principles including Incident Management, Service Request Fulfilment, and Continual Service Improvement.
Lead regular meetings and service reviews with customers, both onsite and virtually.
Collaborate with Account Managers and Solutions teams to identify new opportunities to expand our services.
Manage hardware maintenance and software renewals to ensure business continuity for customers.
Produce and present service reports and analytical reports for both technical and non-technical stakeholders.
Identify and implement process improvements to enhance service delivery and performance.
Required Skills & Qualifications: Minimum of 2 years' experience in service delivery management within an MSP/reseller environment.
Strong IT background with a demonstrable understanding of service operations.
Exceptional communication and interpersonal skills, capable of explaining complex technical concepts to a varied audience.
Proven problem-solving and decision-making abilities with a focus on operational and technical solutions.
Self-motivated with a client-focused mindset and a commitment to exceeding client expectations.
Ability to work effectively both independently and as part of a team.
University degree or strong A-levels preferred; ITIL qualification or equivalent is a plus.
To apply for the Service Delivery Manager position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.
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