Senior Service Delivery Manager 275408

Little Fish (UK) Ltd.; London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Senior Service Delivery Manager to join their expanding team. This hybrid role involves managing customer relationships and delivering high-quality IT support services. The ideal candidate will have extensive experience in service delivery management, with a strong focus on customer satisfaction and quality assurance. You will lead a dynamic team, driving efficiency and fostering personal development. With a commitment to excellence, this role offers a chance to make a significant impact in a supportive and passionate environment. Join a company that values diversity and inclusion, and help shape the future of IT services.

Benefits

Training through Littlefish Academy

Referral bonus

Access to LinkedIn Learning

Healthcare cash plan

Company Pension Scheme

Social events

25 days annual leave

Purchase and sale of annual leave scheme

Qualifications

• Extensive experience in Service Delivery Management is essential.
• Strong negotiation and customer relationship skills are required.

Responsibilities

• Manage and deliver all contracted services for customers.
• Lead and strengthen strategic relationships with customers.

Skills

Service Delivery Management

Customer Relationship Management

Financial Management

Negotiation Skills

ITIL Foundation

Problem-Solving Skills

Interpersonal Skills

Education

ITIL Foundation (or equivalent)

Job description

You must have the ability to obtain Security Clearance & Counter Terrorist Check clearance.

Here at Littlefish, we look for people who can make a difference and become a giant slayer. As the world around us continues to change, we seek individuals who embrace change with optimism and excitement. These are passionate, high-performing people who enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have shaped Littlefish into what it is today, and you will be the future team members who continue to add drive, passion, and skills as we grow.

If this resonates with you and you're excited about working with creative, passionate, energetic, and friendly people, we would love to hear from you.

The role and what you’ll be doing on a daily basis:

Our Service Delivery team is expanding, and we are looking for a dedicated Senior Service Delivery Manager to join our dynamic department. This role is hybrid, requiring regular onsite presence with our London-based customer.

At Littlefish, we pride ourselves on being a trusted partner for organizations seeking top-tier IT support. Our commitment to quality and customer satisfaction sets us apart. As a Senior Service Delivery Manager, you will manage and deliver all contracted services for our valued customers, ensuring services meet high standards and exceed expectations, thereby driving quality and satisfaction.

You will:

• Customer Relationship Management: Lead and strengthen strategic relationships with customers, ensuring delivery against SLAs and Service Improvement Programmes.
• People Management: Provide guidance to field/on-site staff, Service Desk Engineers, and Service Management Office staff. Foster personal and career development for direct reports.
• Commercial Management: Manage contractual scope, control budgets, and identify upsell opportunities. Support account planning and cost reduction initiatives.
• Quality Assurance: Ensure smooth service transitions, participate in quality reviews, and develop best practices.
• Leadership: Create a vision for the customer, drive efficiency, and challenge the status quo to improve service management.

The ideal candidate will have:

• ITIL Foundation (or equivalent)
• Extensive experience in Service Delivery Management
• Experience in service delivery within an airport setting is highly advantageous
• A proven track record in managing customer relationships and delivering against SLAs
• Ability to handle performance issues and conflicts within teams
• Financial skills, including budgeting, forecasting, and cost management
• Knowledge of outsourcing models and service integration
• Strong negotiation and customer relationship skills
• Excellent interpersonal and communication skills
• IT-related problem-solving skills

What we offer:

• Training through our Littlefish Academy, with potential earnings increase of £4,500
• Referral bonus of £1,000 for successful referrals
• Access to LinkedIn Learning with over 16,000 tutorials
• Healthcare cash plan including online GP, counselling, and cashback benefits
• Company Pension Scheme
• Social events
• 25 days annual leave plus public/bank holidays
• Purchase and sale of annual leave scheme

Life at Littlefish:

Our company values define who we are and how we operate. Hiring individuals aligned with our values is crucial as we grow.

I am High Performing: We aim to increase quality and efficiency, striving for service excellence.

I am Passionate: We celebrate team success, are enthusiastic and energetic, and support one another.

I Have a Can-Do Attitude: We are willing to challenge the status quo and get things done.

If you believe you can make a tangible difference, apply today and join us on this journey.

At Littlefish, we strive to be an inclusive environment where everyone can be themselves. We are committed to diversity and inclusion, welcoming applicants from all backgrounds. Please contact us if you need adjustments during the recruitment process.

Our application process includes ED&I (Equality, Diversity, and Inclusion) questions, with a 'prefer not to say' option for each.