Service Delivery Manager

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

Job summary

A UK-based technology services provider is seeking a Service Delivery Manager in Bolton, Greater Manchester. The role involves ensuring successful service delivery to customers, managing SLAs, and improving service quality. Ideal candidates should have experience in service management, strong interpersonal skills, and hold at least an ITIL Foundation certification. This position offers a chance to work with a diverse clientele in a supportive environment.

Qualifications

• Experience in Service Management practices, with at least ITIL foundation certification.
• Strong customer service orientation and relationship-building skills.
• Ability to implement service improvement activities.
• Experience managing SLAs and KPIs.

Responsibilities

• Ensure excellent customer service is delivered.
• Coordinate with other departments to achieve customer satisfaction.
• Manage small projects as needed.
• Develop and monitor performance indicators.

Skills

Service Management practices

Customer service orientation

Problem and change management

Interpersonal skills

Analytical skills

Planning and organization

Negotiation skills

Education

ITIL foundation certification

Job description

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Service Delivery Manager, Bolton, Greater Manchester

Client:

Dacoll Ltd

Location:

Bolton, Greater Manchester, United Kingdom

Dacoll Ltd. is a UK-based managed ICT services provider that has been delivering technology solutions and support since 1969. The company specializes in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves a diverse range of sectors, including retail, commercial, public sector, and public safety, with a comprehensive portfolio of services focusing on operational excellence and security.

Role Overview:

The Service Delivery Manager is responsible for the successful delivery and management of services provided to Dacoll Group customers. The SDM will plan, organise, and control all service delivery activities contractually committed to their assigned customers. This includes managing service governance aligned with ITIL standards, compiling and interpreting performance reports, leading continual and service improvement activities, handling escalation and major incident management, and ensuring the overall quality of services delivered in line with SLAs and contractual obligations.

Main Duties:

Line Management Responsibility:

• Ensure excellent customer service is delivered.
• Practice ITIL standards and assist in obtaining relevant accreditations.
• Develop and maintain positive relationships with customers, colleagues, and partners.

Service Delivery:

• Coordinate with other departments to achieve customer satisfaction.
• Ensure services are delivered according to contractual obligations, meeting SLAs and quality metrics.
• Conduct and participate in customer review meetings.
• Develop and monitor performance indicators.
• Maintain stock levels to meet demand, liaising with relevant teams.
• Manage activity/workstack review to minimize backlogs and ensure SLA adherence.

Projects:

• Support mobilisation and implementation of new contracts.
• Contribute to service design and project delivery.
• Manage small projects as needed.
• Maintain business knowledge and act as a trusted advisor.
• Identify and pursue sales opportunities, supporting sales teams in customer meetings.

Skills and Experience:

• Experience in Service Management practices, with at least ITIL foundation certification.
• Strong customer service orientation and relationship-building skills.
• Ability to implement service improvement activities.
• Experience managing SLAs and KPIs, problem, and change management.
• Excellent interpersonal and analytical skills, with report creation abilities.
• Highly organized, capable of planning ahead.
• Experience in an ISO environment and ability to obtain NPPV3 and SC security clearance.
• Negotiation skills, commercial awareness, and experience developing Service Catalogues and SLAs.
• Ability to communicate technical issues to non-technical audiences.

Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity.