Part-time Service Delivery Manager

Dootrix Ltd; Portsmouth; Remote; GBP 53,000 - 59,000; Part time

Job summary

An innovative firm is seeking a Service Delivery Manager to lead the efficient delivery of managed services. This role involves overseeing operations, managing client relationships, and ensuring service excellence. The ideal candidate will possess strong leadership and communication skills, with a deep understanding of IT Service Management frameworks. You'll drive improvements, manage SLAs, and collaborate with cross-functional teams to enhance service delivery. Join a dynamic, values-led organization that prioritizes work-life balance and offers opportunities for growth and development.

Benefits

25 Days holiday, increasing over time

Latest Apple kit

Training and certifications

Opportunities for career growth

Dynamic work environment

Employee Assistance Program

Social impact day for volunteering

Cycle to Work

Team Member Discounts

Referral Scheme (£1,500 per Dooer)

Qualifications

• Strong understanding of ITSM frameworks like ITIL.
• Experience in managing multiple client relationships effectively.

Responsibilities

• Oversee service operations and manage client relationships.
• Ensure service level agreements are met and drive continuous improvement.

Skills

Leadership

Stakeholder Management

Communication

Problem Solving

Customer Service

Analytical Skills

Education

ITIL 4 Service Management Certification

Tools

JIRA

Microsoft Azure

Job description

Remote first, with offices in Manchester and Portsmouth.

At Dootrix, we design intelligent software solutions in Microsoft Azure that empower businesses for the future. We specialise in Application Modernisation, Data Integration & AI, and Cloud Governance & Process, with the mission to be the UK’s leading alternative to traditional global systems integrators (SIs).

Our passion lies in creating innovative, scalable, and secure solutions tailored to meet the unique challenges of today’s dynamic businesses. Through close collaboration with our clients, we deliver bespoke solutions that enhance efficiency, agility, and competitive advantage.

Our Values

• Doo Good Work : We strive for excellence in everything we do.
• Doo Explore: We embrace curiosity and are eager to learn and grow.
• Doo Innovate: We challenge the status quo to build smarter solutions.
• Doo Together: Collaboration is at the heart of our success.
• Doo Own It: We take responsibility and deliver with integrity.
• Doo The Extraordinary: We go beyond expectations to achieve the remarkable.

About the role

As Service Delivery Manager, you will be responsible for ensuring the efficient and effective delivery of our Managed Services offering to our clients.

You will oversee service operations, manage client relationships and ensure our service level agreements are met and exceeded. You will always be looking for ways to continuously improve our service delivery processes.

You will serve as the key point of contact for clients, driving customer satisfaction, operational excellence and ultimately business success.

Strong communication, leadership, and problem-solving skills are essential for fostering collaboration and ensuring team and client satisfaction.

This role reports into the Chief Operations Officer.

Domain Knowledge

• Strong understanding of IT Service Management (ITSM) frameworks such as ITIL and how to effectively implement and deliver them to clients.

Strong knowledge of software development lifecycle, ensuring alignment between delivery processes and software development best practices.

Service Management and Delivery

Monitor and manage Service Level Agreements (SLAs), ensuring performance targets are met and exceeded.

Develop and implement service improvement plans to enhance efficient, quality and client satisfaction.

Accountable for overseeing critical incidents and service escalations, ensuring timely resolution.

Conduct regular service reviews and reporting with clients and internal stakeholders.

Process Management

• Define and consistently enforce our service delivery standards and best practices ensuring adherence to compliance and governance frameworks, processes and methodologies.

Drive continuous improvement initiatives with both processes and technologies to enhance delivery efficiency, quality and scalability; working with key stakeholders and department leads to ensure fit for all solutions.

Commercial Enablement

Partner with commercial teams through the bid process, contributing to proposals and pitches as required, and ensuring feasibility and alignment with delivery standards.

Client Enablement

Collaborate with our client services team to foster strong relationships with our key clients, supporting, understanding and helping fulfil their business objectives; promoting client enablement, satisfaction and long-term partnerships.

Serve as the primary escalation point for all service delivery related issues, ensuring swift and effective resolution.

Regularly capture and act upon client feedback to ensure ongoing delivery excellence and satisfaction.

Resource Management and Co-ordination

Co-ordinate cross functional teams, including technical support, engineering teams, resource managers, project managers and account managers to deliver seamless service.

Ensure efficient resource allocation to meet client demands and service requirements.

Work with the executive team, and strategic working groups, to implement our global strategy to support business growth and change.

Establish and lead our service delivery strategy ensuring alignment with our wider organisational goals.

Key Performance Indicators

Customer Satisfaction (CSAT).

Achievement of Service Level Agreements, including response and resolution times.

Reduction in reactive incidents and escalations.

Managed Services contracts and revenue growth.

Skills and Competencies

Strong leadership and stakeholder management skills.

Excellent communication and interpersonal skills.

Ability to manage multiple priorities and clients simultaneously.

Analytical and problem solving mindset

Experience of using and manipulating data to increase transparency and awareness of service performance.

Strong customer service skills and a proactive and adaptable approach to service delivery.

Knowledge and experience of IT Service Management (ITSM) frameworks such as ITIL.

Knowledge and experience of Service Desk solutions, preferably JIRA.

Knowledge and experience of Azure stack is preferable.

Qualifications and Accreditation

ITIL 4 Service Management certification.

What’s in it for you?

• 25 Days holiday, increasing over time
• Latest Apple kit
• Training and certifications including networking opportunities
• Opportunities for career growth and advancement in a fast-growing company
• Dynamic and collaborative work environment with a focus on innovation and creativity
• Access to our EAP (Employee Assistance Program)
• 1 Social impact day per year for volunteering
• Cycle to Work
• Team Member Discounts at Perks at Work
• Find us a Dooer Referral Scheme (£1,500 per Dooer)
• Dootrix offers fun and frequent social events, both in-person and virtual

We encourage putting people first and pride ourselves on a values-led working environment.

Work-life balance

Achieving a good work-life balance is fundamental to our company culture. We believe in working to live, not living to work. You’ll experience this through our flexible working options. Our focus is on your productivity and contribution to the business, rather than adherence to strict working hours.

Dootrix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified individuals regardless of race, colour, national origin, gender, sexual orientation, age, religion, physical or mental disability, marital status, veteran status, or any other characteristic protected by applicable laws. Dootrix believes that a diverse and inclusive workforce is crucial to our success as a company and is an asset to the communities we serve.

The Package

£53,700 - £58,900 (FTE) (salary will be pro-rate for 20 hours per week)

Application Process

Then we’d love to hear from you. Send over your CV to [e-mail]

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