Senior Service Delivery Manager 275408

Littlefish; United Kingdom; On-site; GBP 45,000 - 60,000; Full time

Job summary

Join Littlefish as a Senior Service Delivery Manager in a hybrid role focused on managing and delivering top-notch IT support services. You will lead customer relationships, manage teams, and ensure service excellence in a collaborative, dynamic environment.

Benefits

Opportunity to increase earnings by £4,500 through the Littlefish Academy training program

Access to LinkedIn Learning with over 16,000 tutorials

Healthcare cash plan with online GP appointments

Company Pension Scheme

25 days of annual leave plus public/bank holidays

Qualifications

• Extensive experience in Service Delivery Management.
• Experience in service delivery within an airport setting is highly advantageous.
• Proven track record in managing customer relationships and meeting Service Level Agreements.

Responsibilities

• Oversee managing and delivering all contracted services for customers.
• Lead and improve strategic relationships with customers.
• Manage contractual scope and identify upsell opportunities.

Skills

Customer Relationship Management

People Management

Financial Management

IT problem-solving skills

Education

ITIL Foundation or equivalent

Job description

Social network you want to login/join with:

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

Here at Littlefish, we look for people who can make a real 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 the passionate and 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 could be the future employee to bring your drive, passion, and skills to our growing team.

So, 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 day-to-day 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, with regular onsite presence required at our London-based customer location.

At Littlefish, we pride ourselves on being a trusted partner for organizations seeking top-notch IT support. Our commitment to quality and customer satisfaction sets us apart. As a Senior Service Delivery Manager, you will oversee managing and delivering all contracted services for our valued customers. Your goal is to ensure our services meet high standards and exceed customer expectations, driving quality and satisfaction.

You will:

• Customer Relationship Management: Lead and improve strategic relationships with customers, ensuring delivery against Service Level Agreements and Service Improvement Programmes.
• People Management: Provide guidance and support to field/on-site staff, Service Desk Engineers, and Service Management Office staff. Promote 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 practice processes.
• 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
• Proven track record in managing customer relationships and meeting Service Level Agreements
• Ability to handle performance issues and conflicts within teams
• Financial management skills, including budgeting, forecasting, and cost control
• Knowledge of outsourcing models and service integration
• Strong customer relationship and negotiation skills
• Excellent interpersonal and communication skills
• IT problem-solving skills

What we offer:

• Opportunity to increase earnings by £4,500 through our Littlefish Academy training program
• Referral bonus of £1,000 for successful employee referrals
• Access to LinkedIn Learning with over 16,000 tutorials for personal and professional development
• Healthcare cash plan offering online GP appointments, 24/7 counselor access, and healthcare cashback
• Company Pension Scheme
• Company social events
• 25 days of annual leave plus public/bank holidays
• Purchase and sale of annual leave scheme

Life at Littlefish:

Our company values shape our identity and work culture. Hiring people who embody our values is crucial as we grow.

I am High Performing: I strive to raise the bar, improve quality, and enhance efficiency, aiming for service excellence.

I am Passionate: I build team success, celebrate achievements, and support one another with enthusiasm and energy.

I Have a Can-Do Attitude: I am willing to step outside my comfort zone, 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 aim to foster an inclusive environment where everyone can be themselves. We are committed to diversity and inclusion, welcoming applications 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 available for each.