ITAM - Service Delivery Manager

SoftwareOne; Leeds; On-site; GBP 45,000 - 65,000; Full time

Job summary

SoftwareOne is seeking an experienced Service Delivery Manager (SDM) to lead service delivery for ITAM and Digital Supply Chain clients. The SDM will focus on managing client relationships, ensuring high-quality service delivery, and driving continuous improvements in service operations. This role requires a customer-centric mindset and strong leadership skills to navigate complex client needs and optimize service strategies.

Qualifications

• Multiple years of experience in client-facing roles.
• Expertise in ITIL principles and service delivery.
• Experience with ITAM or Digital Supply Chain solutions.

Responsibilities

• Ensure end-to-end service delivery and maintain customer satisfaction.
• Manage client relationships and address concerns promptly.
• Monitor service performance metrics and implement improvements.

Skills

Communication Skills

Customer-Centric Mindset

Leadership

Job description

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Global Talent Acquisition Leader - Software & Cloud Services at SoftwareOne

We are looking for an experienced and driven Service Delivery Manager (SDM) to join our team, with a specific focus on supporting our ITAM & Digital Supply Chain customers. As an SDM, you will be a key player in ensuring the seamless end-to-end delivery of services while maintaining a sharp focus on customer satisfaction and service quality. You’ll work closely with cross-functional teams, track performance metrics, and proactively resolve issues to elevate service excellence.

In this role, you will be the main point of contact for clients, forging strong relationships and continuously refining service strategies to align with their evolving needs. Your expertise will directly contribute to the growth of the business, ensuring the delivery of high-quality services that exceed client expectations.

We are looking for an experienced and driven Service Delivery Manager (SDM) to join our team, with a specific focus on supporting our ITAM & Digital Supply Chain customers. As an SDM, you will be a key player in ensuring the seamless end-to-end delivery of services while maintaining a sharp focus on customer satisfaction and service quality. You’ll work closely with cross-functional teams, track performance metrics, and proactively resolve issues to elevate service excellence.

In this role, you will be the main point of contact for clients, forging strong relationships and continuously refining service strategies to align with their evolving needs. Your expertise will directly contribute to the growth of the business, ensuring the delivery of high-quality services that exceed client expectations.

What You’ll Do:

• Customer Satisfaction (CSAT): Prioritize customer satisfaction and work to build long-lasting client partnerships by creating positive experiences.
• Service Delivery Oversight: Manage end-to-end service delivery, ensuring services meet quality standards, performance metrics, and contractual agreements.
• Client Relationship Management: Serve as the primary contact for clients, addressing concerns and fostering open, transparent communication.
• Performance Monitoring: Track and analyse service performance metrics to identify trends, areas for improvement, and implement proactive solutions to enhance service quality.
• Issue Resolution: Address operational or service-related issues promptly, investigate root causes, and ensure corrective actions are taken.
• Service Improvement: Continuously seek opportunities to optimise service delivery processes and resource allocation for improved efficiency.
• Strategic Planning: Collaborate with internal teams to implement service strategies aligned with client goals and organizational objectives.
• Risk Management: Identify potential service delivery risks and develop strategies to mitigate them, ensuring minimal disruption.
• Feedback Gathering: Regularly solicit feedback from clients and stakeholders to refine services and meet evolving client needs.
• Service Expansion: Explore opportunities to upsell or cross-sell additional services to clients based on their needs.
• Team Collaboration: Work closely with project managers, technical experts, and customer support to ensure seamless execution of services.
• Contract Management: Manage service level agreements (SLAs) and contractual agreements, ensuring compliance and making necessary adjustments.
• Reporting: Generate reports and dashboards to provide insights on service performance, challenges, and opportunities for improvement.
• Budget Management: Oversee the budget for service delivery activities, optimising resource usage and identifying cost-saving opportunities.
• Continuous Learning: Stay current with industry trends, technological advancements, and best practices to continuously enhance service offerings.

Job Requirements

• Relevant Experience: Multiple year's experience in client-facing roles, project or program management, or service industry positions. Experience working with ITAM or Digital Supply Chain solutions will be essential to this position.
• Communication Skills: Strong ability to communicate effectively with clients and internal teams, simplifying complex information into accessible language.
• Customer-Centric Mindset: A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance the customer experience.
• Leadership: Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment.
• Expertise in ITIL: A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs.

Company description

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we can’t wait to hear your new ideas., and although all businesses say it, we truly believe in work - life harmony. Our people are ourgreatest asset, and we’ll go the extra mile to ensure you’re happy here. We want our people to be their true authentic selves at all times, because that’s when real creativity happens.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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