Senior Service Delivery Manager

risual Limited; United Kingdom; On-site; GBP 45,000 - 65,000; Full time

Job summary

Node4 is seeking a Senior Service Delivery Manager to oversee customer relationships and service delivery in a vibrant and growing environment. This role involves complex account management, ensuring exceptional service, and supporting a high-performing team. With a focus on continuous improvement and stakeholder satisfaction, this position offers a gateway to grow within a diverse technological company committed to innovation.

Benefits

Hybrid Working

Private Medical Insurance

Employee Assistance Program

25 days holidays plus your birthday off

Option to purchase additional holiday

Company Pension Scheme

Life Assurance x 4

Employee investment with Node4 training Academy

Discounted Gym Membership

Company Social events

Qualifications

• Must have Security Clearance eligibility, having resided in the UK for the past 5 years.
• Strong understanding of ITIL practices.

Responsibilities

• Act as primary contact for customers and oversee service contracts.
• Monitor SLAs, KPIs, and manage service review meetings.
• Drive and manage Continuous Service Improvement Plans.

Skills

Customer Relationship Management

Service Delivery

Continuous Service Improvement

Team Leadership

Stakeholder Management

Education

Eligible for SC Clearance

Job description

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role - This is a fix term contract of 12 months

The Senior Service Delivery Manager is responsible for developing and maintaining strong customer relationships to drive customer satisfaction overseeing a variety of ITIL related and customer relationship duties. You will manage several technically complex customer accounts, working closely with the Account Manager and the wider Node4 organisation to deliver ‘Exceptional Service as a Standard’.

This is a multi-department coordination role that focusses on delivering exceptional service for new and existing customers. You will act as the central point of contact for service delivery related issues for your aligned accounts.

As Senior Service Delivery Manager you may be required to deputies for the Head of Service Delivery and be an active Change Approval Board member.

For this role you will need Security Clearance: You must be eligible to obtain SC Clearance, which requires having resided in the UK continuously for the past 5 years.

Operational Responsibilities

• Act as primary contact for customers and stakeholders regarding service delivery issues.
• Understand service contracts and ensure all obligations are met for aligned accounts.
• Produce and analyse service reports, providing insight and recommendations for improvement.
• Lead regular and ad-hoc service review meetings with customers.
• Monitor SLAs and KPIs, invoking escalation processes when necessary.
• Drive and manage Continuous Service Improvement Plans (CSIPs).
• Coordinate and distribute incident and RCA reports, ensuring clear customer communication.
• Identify opportunities for upselling Node4 solutions and new services.
• Manage and support a team of SDMs and coordinators, ensuring high performance.
  
• Handle customer escalations and complaints, ensuring resolution and process improvement.
• Oversee team operations, including scheduling, training, and performance reviews.
• Support strategic initiatives, drive innovation, and contribute to revenue and EBITDA growth.

Responsibilities

• Acting as a role model and ambassador for Node4 through always having a professional and competent manner to enhance the reputation of Node4 within and outside of the organisation.
• Build collaborative and professional working relationships with colleagues, partners and stakeholders to ensuring the highest possible standard of delivery and achievement of Node4’s objectives and desired outcomes.
• Able to develop, support and promote the inclusive culture of Node4.
• Consistently demonstrate and champion ESaaS & L4 behaviours – acting as a role model & ambassador for Node4
• Develop good working relationships across all departments.
• Drive opportunities to add further value to the customer, team & wider business.
• Seek feedback & regularly reflect on own performance.
• Ensure knowledge share & best practice are common practice.
• Challenge the status quo, acting as a positive role for innovation.
• Ensure correct procedures and processes are followed.
• Take personal responsibility for and actively engage in product, systems and skills training and development.

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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