Customer-First Service Delivery Manager (IT & Telecom)

Convergence Group; Metropolitan Borough of Solihull; Hybride; GBP 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Private medical

Enhanced pension

Income protection

Life assurance

Hybrid working

Dog-friendly office

33 days holiday

Résumé du poste

Convergence Group is seeking a Service Delivery Manager to champion customer outcomes across LAN/WAN products and services. You will partner with the Service Delivery & Assurance team to ensure customers receive leading-edge support and value.

The role requires 5+ years in B2B customer service within IT/Telecoms, strong relationship-building skills, and proficiency with Zoho CRM and ServiceNow. Hybrid work model with three days in Solihull.

Qualifications

• 5+ years in a customer service role managing B2B relationships in IT, Telecoms, or Infrastructure.
• Experience delivering Lan, Wan, Wifi or Security solutions.
• Strong emotional intelligence to build meaningful relationships.
• Experience as a customer advocate and internal champion.
• Proven track record in customer satisfaction, reporting and service improvement planning.

Responsabilités

• Act as the voice of the customer within Convergence Group.
• Lead service performance reviews and drive Service Improvement Plans when needed.
• Keep customers happy and build stronger relationships through regular meetings and calls.
• Proactively manage escalations, incidents, and service requests with insightful performance reports.
• Conduct regular customer pulse surveys and quarterly reviews to measure service quality.
• Monitor KPIs to ensure SLAs, CSAT and renewal rates remain high.
• Collaborate with sales, delivery, and tech teams to spot upsell and cross-sell opportunities.

Connaissances

Customer relationship management

Communication

Emotional intelligence

Relationship building

Time management

Outils

Zoho CRM

ServiceNow

Description du poste

Convergence Group is seeking a Service Delivery Manager to champion customer outcomes across LAN/WAN products and services. You will partner with the Service Delivery & Assurance team to ensure customers receive leading-edge support and value.

The role requires 5+ years in B2B customer service within IT/Telecoms, strong relationship-building skills, and proficiency with Zoho CRM and ServiceNow. Hybrid work model with three days in Solihull.