Service Delivery & Customer Experience Lead

Methods Business and Digital Technology; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Development

Wellness

Flexible Working

Social

Time Off

Volunteering

Pension

Life Assurance

Travel Insurance

Maternity Pay

Season Ticket Loan

Job summary

Methods Business and Digital Technology in London is seeking a Delivery Manager to oversee IT service delivery for designated Customers in a hybrid role. You will own customer experience, manage service recovery, coordinate with account management and delivery teams, and drive continuous improvement across SLAs and KPIs.

The role emphasizes strong stakeholder engagement, agile guidance to Dev teams, and maintaining excellent relationships with internal and external partners.

Qualifications

• Working knowledge of ITIL and ITSM environment.
• Experience actively managing the customer experience from a Service Desk perspective.
• Experience in agile Delivery Manager capacity guiding Dev teams and working to a backlog.
• Recovery experience.
• Understanding of Agile Methodology and Project management skills.
• Strong customer relationship skills with senior service management contacts.
• Ability to work under pressure with excellent time management skills.
• Excellent attention to detail and proactive problem solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MS O365 Suite.
• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)

Responsibilities

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary.
• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.
• Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.
• Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.
• Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement.
• Ensure contracts are delivering within the scope for the designated Customers(s).
• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery.
• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed.
• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters.
• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery.
• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
• Flag anticipated increases or decreases of Demand with the account Management Team
• Contribute to internal discussions supporting the department-wide continuous improvementstrategy
• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
• Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.
• Maintain awareness and consider the balance of cost,qualityand customer experience when delivering Managed Services
• Build and maintain effective professional relationships as required withinthe team, with Customers, and with third parties involved in service operations
• Any other duties as and when required commensurate with organisationalposition

Skills

ITIL

Service Desk

Delivery Manager

Recovery

Agile

Project Mgmt

Stakeholders

Windows Apps

MS Office

ITSM Tools

Communication

Active Listening

Tools

ServiceNow

Hornbill

FreshService

Zendesk

Job description

Methods Business and Digital Technology in London is seeking a Delivery Manager to oversee IT service delivery for designated Customers in a hybrid role. You will own customer experience, manage service recovery, coordinate with account management and delivery teams, and drive continuous improvement across SLAs and KPIs.

The role emphasizes strong stakeholder engagement, agile guidance to Dev teams, and maintaining excellent relationships with internal and external partners.