Service Delivery Manager

ConnexAI; Bolton; On-site; GBP 50,000 - 75,000; Full time

Job summary

ConnexAI is seeking a Service Delivery Manager to lead our 24/7 support across channels. You will manage and mentor the Service Desk, ensure SLA adherence and customer satisfaction, and drive improvements using ITIL best practices.

You will supervise day and night shifts on a rotating schedule, develop the team, optimize incident and problem management, and maintain a customer-centric service aligned with ConnexAI’s standards.

Qualifications

• Proven experience as a Service Desk Manager or similar leadership role.
• Strong technical background with help desk and remote control software experience.
• Excellent written and verbal communication; customer-focused with problem-solving skills.

Responsibilities

• Ensure Service Desk delivers 24/7 support, meets SLA targets.
• Lead and mentor the team, support growth and customer focus.
• Maintain incident and problem management processes and drive improvements.
• Apply ITIL best practices (ITIL 4 preferred) for consistency and efficiency.
• Resolve problems, streamline workflows and improve service for teams and customers.
• Manage performance and use feedback to strengthen service.

Skills

Service Desk Leadership

ITIL Practices

Mentoring & Coaching

Clear Communication

Customer-Focused

Problem Solving

Tools

Help Desk Software

Remote Control Software

Job description

Join us as a Service Delivery Manager and lead our mission to provide exceptional 24/7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer-centric support environment.

Responsibilities

• Ensure our Service Desk delivers 24/7 support, keeps P1 incidents under control, and meets SLAs.
• Lead and support the team, helping them grow, perform well, and stay focused on the customer.
• Keep our incident and problem management processes running smoothly and look for ways to improve them.
• Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
• Solve problems, streamline workflows, and make support better for both the team and our customers.
• Manage performance and use customer feedback to make our service even stronger.

Who's Suitable for This Role

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Comfortable with help desk and remote control software, with a strong technical background.
• Excellent communicator, able to explain technical issues clearly to both technical and non-technical audiences.
• Customer-focused, with a drive to deliver outstanding support.
• Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Exceptional written and verbal communication to keep both the team and customers informed.

*This role involves both day and night shifts on a rotating schedule

• Day shifts: 5 consecutive days
• Night shifts: 4 consecutive nights
• Friday, Saturday, and Sunday off after night shifts
• The schedule then repeats.

About ConnexAI

ConnexAI is an award-winning Conversational AI platform. Designed by an elite engineering team, ConnexAI's technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.

ConnexAI provides cutting-edge, enterprise-grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.