Service Delivery Manager

Mitie Cleaning & Hygiene Services; Gloucester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Delivery Manager to lead the Technology team in delivering exceptional service. In this dynamic role, you will enhance operational delivery, build strong client relationships, and develop your team’s skills through training and mentorship. Your expertise in managing performance metrics and fostering effective communication will be crucial in ensuring high standards and achieving organizational goals. Join a forward-thinking company that values diversity and offers a supportive environment where your contributions will make a significant impact.

Qualifications

• Experience in the industry with related technologies.
• Strong people management skills, including influencing and mentoring.
• Excellent communication skills, including presentation delivery.

Responsibilities

• Manage and enhance operational service delivery of the Technology team.
• Build client relationships and manage service delivery teams.
• Monitor service levels to meet contractual specifications cost-effectively.

Skills

MS Excel

People Management

Performance Metrics

Communication Skills

Problem-Solving

Organizational Skills

Attention to Detail

Adaptability

Education

Microsoft Certifications

Networking Certifications (CCNA)

ITIL or Equivalent

Prince2 or Similar

Tools

Connectwise

MS Office

Job description

Join us and help deliver the exceptional, every day.

Job title:

Service Delivery Manager

Location:

Gloucester

Region covered:

UK and Europe

Reports to:

Head of Operations

Direct reports:

Service Desk Manager, Technical Lead, Project Coordination Lead

The Role

As the Service Delivery Manager, you will manage, educate, and enhance the operational service delivery of the Technology team, including the Service Desk and Onsite Support Engineers, ensuring high standards of practice. You will build client relationships with GBE Converge's customer base, consult on support services, and manage the service delivery teams, fostering their skills through development, training plans, and appraisals.

Duties and Responsibilities

1. Building and maintaining effective relationships with stakeholders, especially with the Technology Sales and Projects Teams.
2. Overseeing the professional development of the Technology service team to build a motivated, high-performing group.
3. Leading and managing the Technology Service team, setting performance targets aligned with organizational goals.
4. Ensuring team members are aligned with the company's strategic objectives, mission, and vision.
5. Facilitating effective team briefings and communication channels across the business.
6. Managing customer complaints and issues, ensuring swift resolution.
7. Creating partnerships with clients to understand their needs and minimize service misses.
8. Monitoring and exceeding service levels to meet contractual specifications cost-effectively.
9. Supporting the Service Desk to meet budgeted targets.
10. Reviewing processes for operational efficiency.
11. Ensuring proper usage of tickets/PDA and vehicle maintenance in line with company procedures.
12. Auditing timesheets and analyzing data to verify site times.
13. Conducting service and performance reviews with clients.
14. Providing client reports on service levels and KPIs/SLAs.
15. Supporting sales efforts for contracts and site surveys.
16. Covering for the Technology Project Manager when absent.
17. Analyzing KPI data to improve efficiency and reduce costs.
18. Managing overtime effectively and ensuring it is charged appropriately.
19. Proactively managing team performance and attendance, including toolbox talks, 121s, and PDRs.
20. Coaching team members to improve technical capabilities and performance.
21. Assisting with audits and ensuring compliance with safety and quality standards.
22. Ensuring PPE and uniform compliance.
23. Implementing actions to protect the business and ensure compliance with standards such as ISO, Cyber Essentials, etc.

Additional duties may be assigned as required, within the individual's capability and role responsibilities.

Person Specification

Essential

• Experience in the industry with related technologies.
• Advanced MS Excel skills.
• Strong people management skills, including influencing, coaching, and mentoring.
• Ability to challenge and analyze information.
• Experience in achieving and driving performance metrics.
• Excellent organizational skills for managing multiple priorities.
• Resilient, proactive, and adaptable to change.
• Excellent communication skills, including presentation delivery.
• Good knowledge of MS Office products.
• Attention to detail and problem-solving skills.

Desirable

• Experience in service delivery operations.
• Experience with client contract P&L reporting.
• Microsoft Certifications.
• Experience with Connectwise or similar software.
• Networking certifications such as CCNA.
• ITIL or equivalent.
• Prince2 or similar project management certifications.

We are an equal opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business need.