Customer Delivery Manager

Sodexo; Eccles; On-site; GBP 30,000 - 32,000; Full time

Job summary

A leading global service provider is seeking a proactive Customer Delivery Manager in Eccles, England. This role involves leading service management and ensuring a high standard of customer experience. The ideal candidate will have strong experience in ITIL and Service Desk management, alongside demonstrating a customer-focused approach. The position offers a salary of £30,000 - £32,000 based on experience and includes a wide range of employee benefits.

Benefits

Pension plan

Employee discounts

Gym discount

24/7 employee assistance program

Qualifications

• Strong understanding and experience in Service Desk management.
• Experience working within IT Service Management (ITSM).
• Knowledge of Information governance and ISO accreditations.

Responsibilities

• Manage service relationships with key customers and partners.
• Coordinate service management activities across multiple levels.
• Create Standard Operating Procedures (SOP) for service management.

Skills

Customer-focused leadership

ITIL understanding

Service Desk management

MS Office proficiency

Job description

Overview

We're looking for a proactive and customer-focused Customer Delivery Manager to join our team at Sodexo. In this pivotal role, you'll lead service management and operational delivery across Sodexo and our supplier framework, ensuring high standards of customer experience and service compliance. You'll champion continual improvement, drive performance, and help implement best practices across IT Service Management—making a real impact on how we deliver services to our people and clients.

Responsibilities

• To manage the service relationships between key customers, segments, control towers and TDDI
• To help manage service components and the IT service desk activities in the supply of managed services
• To co-ordinate service management activities across a variety of levels both internally and externally
• To manage and support the contracted services ensuring they meet or exceed agreed levels to the satisfaction of the customers
• Work with key strategic partners; ensuring future demand from growth, initiatives and projects are understood and factored into capacity plans for all associated systems
• Help to create the Service Management Operations Manual
• Create key SOP (Standard Operating Procedures) across TDDI ensuring robust procedures formalised
• Work with transversal function and legal department for onboarding and offboarding of suppliers and services
• Strong understanding of ITIL
• Strong understanding and strong experience of using the MS Office suite
• Strong & proven Service Desk management experience
• Experience of dealing with and managing suppliers/partners on Incidents and or major work requests
• Experience of implementing new IT standards
• Experience of Information governance / ISO accreditations
• Experience of elements of service delivery and transition management
• Experience of working within ITSM

About Sodexo and Diversity & Inclusion

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we're on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds. We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

Package

Package Description £30,000 - 32,000 depending on experience. Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer 20+ Sodexo benefits such as Sodexo retirement plan, discounts to over 1,900 brands to shop online, Gym discount to maintain a healthy lifestyle, a confidential 24/7 employee assistance programme providing independent support to overcome whenever life has its obstacles including emotional support, legal and financial advice. For further details regarding our Sodexo benefits please see attached.