Service Delivery Manager

JOB TYPE: PERMANENT

JOB ID: 42490

SALARY TYPE: ANNUAL

SALARY RANGE: From GBP £50,000.00 to GBP £60,000.00

Vacancies: 1

ADDED DATE: 27-11-2024

JOB DESCRIPTION:

Service Delivery Manager

Hybrid- Hemel Hempstead (Travel to customer sites required)

£50-60k DOE

 

Our client, and established MSP are looking for a dynamic Service Delivery Manager to join the team. This role will fully manage key customer accounts, ensuring delivery of service for day-to-day operations. This role will also require a technical knowledge capable of facilitating conversations with Networks, Infrastructure, Windows and Apple Mac teams.  It is not a technical role, however, will require knowledge of technical terminology commensurate with services supplied via an MSP program.

 

The Service Delivery Manager will be responsible for the successful delivery of support through both dedicated onsite technical teams and core Service desk teams. This includes ensuring the best use of resources, budgets, systems and procedures in line with the dynamic nature of projects to ensure the absolute best in customer satisfaction.

 

Role responsibilities:

• Providing excellent customer service; ensuring that SLAs are continuously met and exceeded where possible.
• Work closely with the project management team ensuring delivery requirements are met in accordance with project management processes and policies. 
• Service escalations - Resolve any issues in a timely and professional manner. This includes reviewing open incidents and problems with the Service Desk team that affect the customer; ensuring a resolution plan is in place to resolve these in an efficient manner and that the customer is updated regularly.
• Building a strong understanding of customer’s businesses at both an operating and services level. This relates to understanding and identifying key information that would help customers get the most out of their solutions as well as identifying any additional opportunities to increase sales.
• Manage the relationship and performance of third-party suppliers and resources when needed.
• Provide monthly service review reports covering SLA adherence as well as any challenges, learnings and suggestions for improvement.
• Develop and maintain excellent client relationships both internally and externally.
• Consistently looking for process and service improvements.
• Management of the Technical Team delivering day to day support tasks, conduct regular 1-2-1 reviews and daily meetings with the team.
• Visits to customer premises, especially where we deliver onsite technical support.

 

Key Skills:

• Strong background in service delivery, project and resolution management across business cultures, ideally within a Tech or Managed Service environment.
• Good general knowledge of IT infrastructure
• Have demonstrable technical knowledge and understanding, with an ability to translate technical   requirements   and   specifications   into   easily   understood   business concepts and vice versa.
• Experience of leadership and people management.
• Ability to present to and engage with customers, including high level board and senior leadership.
• Excellent relationship management skills.
• Excellent understanding of business processes and compliance.
• The proven ability to write succinct reports on adherence to SLAs, learnings and improvements for the way forward.
• Experience of managing suppliers and resources as outsourced contracts when needed.
• Experienced across a range of systems and tools–knowledge of Autotask would be beneficial.
• Knowledge of both Apple Mac and Windows environments.
• Proven experience in a senior customer-facing service delivery role.
• ITIL Framework knowledge.
• Ability to manage budgets.
• Willingness to travel to customer locations when required.
• Full UK Driving Licence.

 

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

 

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

 

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

 

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.