Cloud Service Delivery Manager

Trimble; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A technology company is seeking a Cloud Service Delivery Manager to ensure exceptional service delivery and customer satisfaction. The role involves managing incidents, leading process improvements, and engaging customers. Ideal candidates will have ITIL experience and strong communication skills. This remote position offers a collaborative work environment focused on growth and innovation.

Qualifications

• Proven experience in IT or technology services.
• Track record of improving customer satisfaction exists.
• Strong ITIL experience in core processes.

Responsibilities

• Drive service excellence and customer satisfaction.
• Manage and coordinate major incidents affecting customers.
• Facilitate the onboarding of new customers to shared services.

Skills

Customer-facing service delivery

Excellent communication skills

Ability to lead virtual teams

ITIL experience

Organizational skills

Education

Bachelor’s degree in Computer Science

ITIL certification (V3/V4 Foundation)

Job description

Your Job Title: Cloud Service Delivery Manager

Job Location: UK - Remote

Our Department: Cloud Operations

Role Overview

As a Service Delivery Manager, you will play a crucial role in ensuring that our services deliver exceptional value to our internal customers. You will work closely with operational teams to drive service excellence and customer satisfaction.

Key Responsibilities

• Service Management:
  • Collaborate with internal customers and operational teams to ensure services deliver value;
  • Conduct service reviews to report on service level performance and gauge customer satisfaction.
• Process Improvement:
  • Lead the Continual Service Improvement process to enhance service delivery;
  • Own and mature core ITIL processes, including Incident, Major Incident, Problem, Change, and Request Fulfilment.
• Incident and Problem Management:
  • Manage and coordinate major incidents impacting Trimble customers on a rotational basis;
  • Drive the Problem Management process to identify and resolve underlying issues.
• Customer Engagement:
  • Obtain and respond to customer satisfaction feedback to improve service quality;
  • Serve as a point of escalation for quality of service for Applications Support.
• Service Onboarding and Relationship Management:
  • Facilitate the onboarding of new customers to shared services and platforms;
  • Build strong and sustainable relationships across all levels of the organization, including engineering, operational, and support teams.

Must-Have Skills & Experience

• Proven experience in IT or technology, including customer-facing service delivery or technical account management roles;
• Excellent written and oral English communication skills for presentations and service reporting;
• Ability to lead virtual teams and manage small projects;
• Experience in coordinating major incidents and managing KPIs/SLAs;
• Strong ITIL experience in core processes such as incident, problem, change, and request fulfillment;
• Experience managing multiple customers or projects with competing priorities;
• Excellent organizational, troubleshooting, and problem-solving skills;
• Understanding of public cloud infrastructure and security concepts;
• Track record of improving customer satisfaction;
• Bachelor’s degree or equivalent experience in Computer Science, Engineering, or a related field;
• ITIL certification (V3/V4 Foundation minimum).

At Trimble, our core values of Belong, Grow, and Innovate aren’t just words—they’re the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate).

If you need assistance or would like to request an accommodation in connection with the application process, please contact [e-mail].