Remote EMS Service Delivery Lead

Leo from Embridge; Full Sutton; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days paid holiday plus

Competitive salaries

Health benefits and paid volunteerDays

Job summary

Embridge Consulting is seeking an EMS Service Delivery Manager to oversee the day-to-day operations of the EMS Team, ensuring high-quality consultancy services to customers. This remote UK role involves line management, performance monitoring, and driving continuous improvement within ITIL-aligned service delivery practices.

You will support upsell opportunities, contribute to product development, and work with Sales & Marketing on pre-sales activities.

Qualifications

• 2-3 years’ experience of delivery support in a multi-client environment.
• Excellent analysis and investigation skills.
• Excellent written and verbal communication.
• Excellent problem-solving skills.
• In depth Knowledge of UBW Modules or other ERP system.
• Ability to create and deliver presentations.
• Confident leader with an open, collaborative style and a practical, 'can-do' approach.

Responsibilities

• To respond to customers in a timely manner and in accordance with customers SLAs.
• To research and own logged tickets and provide the customer with a solution, work-around or action plan to achieve a utilisation target of 35%.
• To assist colleagues with their tickets and act as an escalation point for customers.
• To ensure consistent and professional delivery of the assigned teams managed service.
• To perform mentoring and coaching for Managed Services Team members.
• To manage, develop, and grow a high-performance team, to achieve exceptional service delivery, meeting defined utilisation and customer satisfaction targets.
• Ensuring the Embridge Managed service offering conforms to the ITIL framework and service delivery best practices and oversee continuous improvement of service delivery.
• Support ongoing business development for the Managed Services team and work with Sales & Marketing with any pre-sales support as required.
• Engaging with Clients from pre-sales through to go-live acting as the point of authority on Managed Services operation and the point of escalation for operational performance.
• Liaise with third party providers and vendors relating to Managed Services.
• Feed into the development of viable new products and solutions that enables Embridge to continue to be competitive.
• Management of existing accounts which enables Embridge to upsell and develop long term relationships with our clients.
• Any other ad hoc tasks as reasonably required by the Head of Customer Success.

Skills

Delivery support

Analysis skills

Written communication

Verbal communication

Problem solving

UBW modules

Presentation skills

Leadership

Job description

Embridge Consulting is seeking an EMS Service Delivery Manager to oversee the day-to-day operations of the EMS Team, ensuring high-quality consultancy services to customers. This remote UK role involves line management, performance monitoring, and driving continuous improvement within ITIL-aligned service delivery practices.

You will support upsell opportunities, contribute to product development, and work with Sales & Marketing on pre-sales activities.