Service Delivery Manager

TN United Kingdom; Dry Drayton; Hybrid; GBP 40,000 - 70,000; Full time

Job description

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Vix Technology is the global leader in intelligent transportation systems, automated fare collection, and transit analytics. With customers in 200 cities around the world, Vix embraces the complexities of modern public transit to create best-in-class solutions for transit agencies and operators. Vix is passionate about connecting people and communities, combining an open, collaborative mindset with cutting-edge technology to make public transport more accessible and more cost effective for all.

Vix Technology offers a collaborative, global working environment with professionally appointed regional office hubs. We offer a hybrid working environment coupled with flexibility to balance work life responsibilities.

We're on the hunt for a focused, professional Service Delivery Manager (SDM) based in Dry Drayton, Cambridge to support, maintain and improve our digital rail ticketing services. This is a great opportunity that will suit someone that loves a variety of responsibilities, working across multi-functional teams and building exemplary service relationships with Vix customers.

This role is all about our customers and a continuous improvement focus, bridging the gap between our in house Applications Support, Account Management, Project Management, our Development Team.

The SDM translates customer pain points and advocates customer needs back to Service Operations and vice versa, fostering a collaborative approach to Service Delivery that demonstrates our customer centric attitude in everything we do.

The position is based on-site at Dry Drayton, Cambridge. The successful applicant will be able to travel to Cambridge as required, however some flexibility can be accomodated and will be discussed during the recruitment process.

We regret that this position is only available for UK citizens/Residents with indefinite leave to remain in the UK, with current full time work rights for the United Kingdom, currently residing in the UK.

What will you be responsible for?

• Manage Vix customer SLA's
• Manage a small dedicated Application Support team
• Build and maintain a strong relationship with the customer and focus on understanding their needs as well as enhancing their satisfaction
• Actively drive the performance and service quality improvement
• Oversee governance of the tools used in these processes, and ensure a high level of compliance from relevant operational staff, to drive continuous improvements in Service Delivery

What does our ideal candidate look like?

• Demonstrable success within service delivery, driving excellent customer service
• Experience working within an ITIL framework, ITIL certification preferred
• Significant stakeholder management experience and highly developed influencing and negotiation skills
• Collaboration and effective communication with both internal and external customers and stakeholders
• Provide leadership and direction to all line reports
• Experience within the UK Rail industry would be advantageous

What’s in it for you?

Besides the opportunity to work for a global company that is customer and people focused, we offer:

• A great team of like-minded professionals
• Income Protection Scheme
• Pension
• Group Life Assurance
• Cycle to Work Scheme
• Electric Car Benefit Scheme
• Employee Assistance Programme
• Eyecare and Spectacle Vouchers

Sounds good? Then apply now. Get on board today!

Add your resume and anything else to showcase why you would be a great addition to our team.We regret that this position is only available for UK citizens/Residents with indefinite leave to remain in the UK, with current full time work rights for the United Kingdom, currently residing in the UK.

No recruitment agencies, please! We won’t accept any introductions.

Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.