Service Delivery Manager

Sword Group; Aberdeen City; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology solutions provider in Aberdeen City is looking for a customer-focused professional. The role involves ensuring high levels of customer satisfaction, preparing reports, and managing SLAs. Applicants should have experience in administrative settings and be proficient in Microsoft Office, with knowledge of the ITIL framework being an advantage. A flexible working environment and competitive salary are part of the offer.

Benefits

Personalised Career Development

Flexible working arrangements

Generous annual leave allowance

Access to private health and well-being schemes

Qualifications

• Experience in an admin and/or people management environment.
• Previous experience with customer service roles is an advantage.
• Background in the IT industry is beneficial.

Responsibilities

• Act as primary contact ensuring customer satisfaction.
• Prepare service reports and organize customer reviews.
• Manage SLAs and ensure objectives are met.

Skills

Customer satisfaction focus

ITIL framework knowledge

Microsoft Office proficiency

Job description

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

• Act as the primary contact and ensure the highest levels of customer satisfaction is maintained
• Preparation of Service Reports and customer presentations
• Organise regular Customer Service Reviews and meetings
• Retain accurate documentation in adherence to the Sword Quality Management System
• Act as customer point of contact for designated accounts
• Support Event Management requirements when required
• Support the Incident Manager role for all major Incidents impacting the allocated customer base
• Demonstrate a strong sense of urgency in meeting customer needs
• SLA Management
• Liaise with Sword operational support to ensure SLA objectives are achieved
• ITIL focused
• Previous experience in an admin and/or people management environment, where co-ordination and prioritisation of work are an advantage

• Experience of Microsoft Office packages including Word, Excel and Outlook is essential
• Experience of the ITIL framework
• An IT industry background would be advantageous, though not essential

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.

In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.