Service Delivery Manager

Nomios Group; Basingstoke; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Office snacks & meals

Travel to customer sites in UK

Job summary

Nomios is seeking a Service Delivery Manager to own the end-to-end customer experience for delivered services and SLAs. You will be the customer’s internal point of contact for service-related inquiries and work with the nTAC to ensure positive outcomes.

You will drive service reporting, manage actions across people, processes and technology, and support sales with additional managed services opportunities. UK travel and hybrid work are involved.

Qualifications

• Bachelor's degree in Business or Information Technology or equivalent experience.
• Minimum three years’ experience as Service Delivery Manager in a mature SOC.
• Strong English communication and stakeholder management abilities.
• Knowledge of ITIL processes and cyber security concepts (SIEM/EDR/XDR).

Responsibilities

• Own end-to-end customer experience for delivered services and SLAs.
• Lead service reviews with customers and internal stakeholders.
• Coordinate with nTAC to secure positive customer outcomes.
• Oversee incident/change/problem management and service reporting.
• Assist Sales in identifying further Managed Services opportunities.
• Maintain customer documentation and governance artifacts.

Skills

Fluent English

Persuasion skills

Relationship building

Communication skills

Problem solving

Work under pressure

Initiative

Organised

Stakeholder management

Analytical

Service Delivery Management

ITIL knowledge

Cyber security concepts

Presentation skills

Full UK driving licence

Education

Bachelor's degree in Business or Information Technology

Tools

CRM

Salesforce

Confluence

Power Apps

Microsoft 365

Job description

Job Description

Nomios' mission is to build a ‘secure and connected’ future. Organisations across Europe depend on us to help secure and connect their digital infrastructures.

Job Description

Nomios' mission is to build a ‘secure and connected’ future. Organisations across Europe depend on us to help secure and connect their digital infrastructures.
In support of our rapid and continued UK growth, we are currently seeking a Service Delivery Manager to join our fast-growing Services team and ensure customer excellence. This is a fantastic opportunity to grow your career in the Network and Cyber Security space, with a company that values its people and offers opportunities for development.
Your role as Service Delivery Manager

As Service Delivery Manager, you will be responsible for the end-to-end customer experience for the services we deliver, serving as the customer’s internal point of contact for any service-related enquiries. The Service Delivery Manager will help deliver customer value by maximising the IT service quality. You will build knowledge management of our customer's environment by understanding and aligning with three main service streams: people, processes, and technology. The successful candidate will be result-orientated, focused, and possess exceptional attention to detail. You should enjoy problem-solving and getting things done in a fast-paced environment, and should be motivated to succeed, with a desire to continuously learn and improve.
Responsibilities

• Own the Service Transition for onboarding of new customers and of new services for existing customers
• Successfully deliver customers’ Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Maintain and lead Service Reviews with customers and internal stakeholders
• Work closely with the internal Nomios Technical Assistance Centre (nTAC) to ensure positive outcomes for customers
• Oversee and execute core ITIL processes for customers (Major Incident Management, Change Management, and Problem Management)
• Define, maintain, and improve Service Reporting
• Identify areas for improvement across the Service Delivery landscape; own improvement initiatives that deliver value to Nomios
• Manage Customer Satisfaction Levels through effective surveys and service performance measurement
• Own customer documentation such as operations handbooks, service introductions, and bespoke service processes
• Support Sales Account Managers with identification and progression of further Managed Services business
• Ensure that vendors meet their targets as part of the SoW

Job Requirements

• Fluent in English with excellent written and oral communication skills
• Strong persuasion skills and a talent for delivering engaging presentations
• Degree (preferably Business or Information Technology), or equivalent work experience
• Ability to build strong, trusting relationships quickly
• At least three years’ experience as Service Delivery Manager for a mature SOC
• Knowledge of Service Management tools, such as: CRM, Salesforce, Confluence, Power apps, Microsoft 365
• Solid understanding of cyber security concepts, including SIEM, EDR, XDR
• Strong team player
• Ability to work under pressure, handling escalations calmly and competently
• Ability to use initiative and work independently
• Organised and professional with the ability to multi-task
• Excellent senior stakeholder and relationship management
• Proactive, ‘can do’ approach; willing to rise to a challenge
• Analytical, enjoying creating reports and documentation, whilst able to explore new ideas
• You will regularly be required to attend customer sites across the UK and must therefore hold a full UK driving licence.

Job Specifics

• This is a hybrid role, requiring regular visits to customer sites in London and surrounding areas and occasional attendance at our Basingstoke office (free hot & cold drinks, breakfast items, snacks, lunches, and regular takeaway Fridays are provided to all staff in the office!)
• Hours are full-time: Monday - Friday, 9:00am - 5:30pm, although some flexibility will be required
• Some travel should be expected, including overnight stays in the UK and occasionally abroad when necessary

Why would you choose to come and work for us?

We invest in our people. You will get to work in a dynamic, fast-paced environment where you are free to use your initiative in support of our strategic objectives. You will work alongside high calibre sales, technical, and operational experts as part of a supportive, tight-knit team, within which every individual has an important part to play and makes a real difference. Nomios offers a highly competitive salary and commission scheme along with industry-leading benefits.

Nomios is an equal opportunity employer and is committed to creating and sustaining an environment in which everyone is provided with an equal opportunity to grow and develop, and no individual will be unjustly discriminated against. This includes, but is not limited to, discrimination because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.