Service Delivery Manager

Pelion; Glasgow; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a proactive Service Delivery Manager to enhance their service delivery framework. This role is crucial in ensuring customer satisfaction and seamless communication with third-party providers. You will manage service delivery processes, analyze customer feedback, and lead service reviews, all while fostering strong relationships with key stakeholders. Join a dynamic team that values innovation and collaboration, and be part of a mission to shape the future of IoT connectivity. If you're ready to make a significant impact in a fast-paced environment, this opportunity is for you.

Benefits

Flexible, hybrid working

25 days holiday plus 5 days Take 5

Access to health and dental plans

Health assessment

Worldwide travel insurance

Qualifications

• Proven experience in service delivery or management, ideally in tech sectors.
• Strong understanding of ITIL frameworks and best practices.

Responsibilities

• Manage service delivery processes and enhance service quality.
• Foster relationships with customers and suppliers for high satisfaction.

Skills

Service Delivery Management

ITIL Framework

Customer Relationship Management

Problem-Solving Skills

Communication Skills

Education

Bachelor's Degree in a relevant field

Job description

Join to apply for the Service Delivery Manager role at Pelion

Join to apply for the Service Delivery Manager role at Pelion

We are seeking a proactive and results-driven Service Delivery Manager to join our dynamic team. This role is pivotal in shaping and enhancing our service delivery framework to ensure that we meet and exceed our customers' expectations. You will be a key point of contact for customers and third-party providers, ensuring seamless communication, service quality, and continuous improvement. The role will involve managing service delivery processes, creating and updating policies, and designing key performance metrics to measure success.

Key Responsibilities:

Foster and maintain strong, positive relationships with key customers and suppliers, ensuring alignment with business objectives and high levels of customer satisfaction.

Customer Feedback and Service Improvement:

Analyse customer feedback to identify areas for service improvement, collaborating with cross-functional teams to implement changes that enhance Pelion’s offerings.

Service Reviews:

Host and lead regular service reviews with key customers, providing insights into service performance, metrics, and areas for development.

Policy & Procedure Management:

Develop, maintain, and review comprehensive service management policies and procedures in line with ITIL best practices.

Key areas include:

o Change Management

Serve as an escalation point for technical or business-related issues, collaborating with the Technical Support team and

Support Team Leader to resolve challenges efficiently.

Customer Satisfaction:

Contribute to the continuous improvement of the customer satisfaction process, ensuring that feedback is effectively captured and acted upon.

Change Management & CAB:

Actively participate in the weekly Change Advisory Board (CAB) meetings, ensuring that changes are aligned with customer needs and service delivery standards.

Chair and lead Root Cause Analysis (RCA) and After-Action Review (AAR) meetings following major incidents, producing clear and comprehensive reports for both internal and external stakeholders.

Voice of the Customer:

Act as the key liaison between technical and non-technical teams, ensuring that the customer’s voice is central to service delivery decisions, and that their needs are understood and met effectively.

Skills & Experience:

Proven experience in service delivery or service management within a tech-focused environment, ideally in the IoT or telecommunications sectors.

Strong understanding and practical experience with ITIL frameworks and best practices (certifications a plus).

Excellent interpersonal and communication skills, with the ability to build relationships and influence at all levels of the organization.

Ability to manage multiple priorities and handle complex, time-sensitive issues with attention to detail.

Experience in hosting service reviews, managing escalations, and implementing process improvements.

Strong problem-solving skills and the ability to translate technical issues into business impacts.

A background or experience with IP networks and troubleshooting.

Why Pelion?

Pelion: IoT Connectivity Made Effortless.

Pelion provides the World’s best connectivity for the World’s biggest names, and the most innovative and inspiring IoT devices. We can only do this by working with the most innovative and inspiring people.

Join Pelion and become part of a deeply connected and collaborative community, where mutual support and collective growth drive us all forward. Embrace change with us as we lead the evolution of IoT, fostering clarity, trust, and accountability in our mission to create a well-connected world for everyone.

So, if you’re ready to thrive in an incredible team and lead in one of the fastest growing technology sectors, then we want you on our team!

Pelion is an IoT connectivity MVNO that provides simple, secure connectivity for IoT devices. With a track record spanning back over 20 years, Pelion has been at the forefront of shaping IoT connectivity as an innovator delivering marketing leading solutions focused on our customer’s success.

- Flexible, hybrid working

- 25 days holiday, plus 5 days Take 5 and 8 bank holidays a year

- Access to comprehensive health and dental plans

- Health assessment

- Worldwide travel insurance

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Telecommunications

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