Junior Services Delivery Manager

Esri Ireland; Aylesbury, Cambridge, City of Edinburgh; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

A leading company is seeking a Junior Service Delivery Manager to enhance customer success through effective service delivery and relationship management. This role involves coordinating service changes, managing incidents, and providing valuable insights to clients. The ideal candidate will possess strong interpersonal skills and a customer-focused mindset, with opportunities for personal development and flexible working arrangements.

Benefits

6% Company Pension

Vitality Healthcare Scheme

Gym Contribution

Cycle to Work Scheme

Enhanced Maternity and Paternity Benefits

Volunteering Opportunities

Qualifications

• Experience in customer-facing roles in the technical industry is essential.
• Ability to summarize complex issues in simple language.

Responsibilities

• Build excellent customer relationships as a key point of contact.
• Coordinate change approvals and manage incidents for customers.
• Provide ongoing performance reporting and trend analysis.

Skills

Interpersonal Skills

Communication

Multi-tasking

Presentation Skills

Problem Solving

Process Improvement

Job description

Aylesbury, Cambridge, Edinburgh, or Home based

Junior Services Delivery Manager

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As our business continues to grow, we’re looking for a Junior Service Delivery Manager to join our Operational Services team. In this role, you’ll help ensure our customers get the most from their ArcGIS systems by supporting the health and performance of their environments through our subscription-based services.

If you’re ready to make an impact and support customer success, apply today at www.esriuk.com .

Who are we?

Esri UK sells the world’s leading geospatial software, ArcGIS and we provide a wide range of services to our customers across both public and private sectors in the UK. With the single largest pool of GIS expertise in the UK, Esri UK is the market leader and authority on GIS and our business is growing considerably year on year. We are a people-focussed, profitable, growing software company with great career prospects.

The Junior Service Delivery Manager role

This is a customer facing role, with responsibility for the delivery of the service. You will contribute towards the delivery of planned activities and coordinate changes to services. You will be responsible for providing customers with ongoing performance reporting and trend analysis adding insight and recommendations to provide value to the customer. Knowledge of Esri products is an advantage but not essential for this role.

Working across a number of customers in different markets your key responsibilities as a Service Delivery Manager would be to:

• Build excellent customer relationships: You will be a key point of contact with our customers and building strong relationships is core to successful service delivery.
• Change and release management: : Co-ordinate changes approvals for the plans for upgrades, changes and co-ordinate future releases to environments.
• Incident management : Lead on incident management for your customers, collaborating with colleagues and ensuring clear regular communications with the customer.
• Support and trend analysis :Monitor incident trends and adopt a proactive approach to addressing service-related issues.
• Report on service performance : provide customers with ongoing performance reporting, insight and recommendations to provide value to the customer.
• Escalation: act as point of escalation for service-related issues.
• Enhance customer experience : work with colleagues from across the business to identify, prioritise and implement service improvements.
• Collaborate: with engagement teams to grow accounts and deliver new services and environment upgrades.
• Grow your knowledge and skills: There is a strong emphasis on personal development. Developing your technical, service delivery and soft skills will be key.

This would be a great career move if you:

• Have experience of working with people and developing relationships
• Have good interpersonal, written/verbal communication, multi-tasking, and presentation skills
• Have an ability to understand a challenge from multiple perspectives and lead a team to a successful outcome
• Are self-motivated, but want to work in a close team, creating and nurturing relationships, and enthusiastic about delivering a high quality service.
• Have an ability to summarise complex issues in simple language
• Have an interest in developing your IT and cloud technology skills as well as knowledge and practical application of ITIL.
• Have an aptitude for process improvements.

We are keen to consider a wide range of candidates with varying experience, therefore your educational and industry backgrounds is not so important, but hands-on experience within a customer facing role in the technical industry is essential.

• We offer a competitive basic salary (starting from at least £32.5k) plus a generous bonus paying c. 20% per annum
• A great benefits package including: a 6% company pension; Vitality healthcare scheme; gym contribution; cycle to work scheme; family friendly policies, including enhanced maternity and paternity benefits. We believe that as a company we should give back wherever we can and also offer volunteering opportunities for charities that are important to you.
• Flexible working. We all work flexibly and are happy to consider part time and full-time applications, please just detail what you are looking for in your cover letter.

The location - We offer flexibility around location. You can opt for home-based working, or office based in either Edinburgh, Aylesbury of Cambridge. There is a requirement to travel for team meetings. There is also an opportunity to work a mix of both in a hybrid model. We work virtual-first with most of our customers, however travel to customer sites will be required.

Security: Because of the types of data, systems and clients we work with, there is a requirement for the successful candidate to have an enhanced security clearance.

Please apply online on our website www.esriuk.com, including your CV and covering letter detailing your salary expectations. Application deadline: 8 th June 2025

Esri UK are an equal opportunity employer - we recognise the importance and value of having a diverse and inclusive workforce and the benefits that this can bring to both our employees and our customers

We’re here to listen to and serve our customers, and believe that when our customers are successful, we’re successful.

Esri UK & Ireland is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to colour, race, nationality, ethnic or national origin, religion, sex, gender, sexual orientation, age, marital status, civil partnership or disability, or any other characteristic protected by law.