Service Delivery Manager

JR United Kingdom; Greater London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is looking for a dynamic Service Delivery Manager who thrives in a customer-facing role. This exciting opportunity involves managing client relationships, ensuring high-quality service delivery, and leading incident responses. The role offers a hybrid working model, allowing for flexibility while maintaining a strong presence with clients. If you're eager to enhance service levels and contribute to customer satisfaction, this position is perfect for you. Join a forward-thinking company that values career progression and offers a collaborative environment where your skills can shine.

Qualifications

• Experience in MSP or similar technology roles.
• Familiarity with ticketing systems and SLAs.

Responsibilities

• Manage client relationships and ensure service standards meet contractual requirements.
• Lead responses to major incidents and conduct post-incident analysis.

Skills

Customer Relationship Management

Incident Management

Problem Solving

Communication Skills

MSP Operations

Tools

Ticketing Systems

Job description

We have an exciting opportunity for a Service Delivery Manager to join our well-established client.

MFK Recruitment has successfully recruited 42 IT Professionals for this company over the past 5 years, with 31 still employed there.

Hybrid working is available for the successful Service Delivery Manager. The role involves travel to Reigate (Surrey), East Sussex, and Cambridgeshire two to three days a week, with an average of two days of remote work per week.

The company is highly ambitious and eager to welcome individuals who are keen to progress and succeed. Most of our candidates have advanced quickly in their careers!

Service Delivery Manager - Job Purpose:

This is a customer-facing role ensuring clients have a dedicated point of contact for ongoing service delivery.

The SDM oversees all activities related to providing effective service to meet contractual obligations, acting as the main client contact throughout the service contract lifecycle. They must ensure all aspects of the contract are understood across relevant teams and address any service failures with appropriate corrective actions.

The role requires face-to-face meetings with clients and subject matter experts.

Overall Purpose:

• Manage client relationships and communication to ensure service standards meet or exceed contractual requirements.
• Lead responses to major incidents, including escalation, communication, resolution, and post-incident analysis.
• Coordinate with the Service Desk to identify and resolve problems, reducing incident numbers and improving service quality.
• Continuously seek to enhance service levels to improve customer satisfaction and prevent future issues.

Main Responsibilities:

• Understand customer aims and ensure high-quality services meet their needs.
• Conduct regular visits to customer sites to develop ICT strategies and collaborate with account managers.
• Develop and maintain a knowledge base for the team and customers.
• Take ownership of major service incidents, investigate, diagnose, and implement fixes.
• Identify opportunities at customer sites to resolve underlying issues affecting user experience and ensure permanent solutions are implemented.

Knowledge & Experience:

• Experience in MSP or similar technology roles.
• Experience in customer-facing positions.
• Familiarity with MSP operations: Ticketing systems, SLAs, client escalations.
• Incident management skills: handling outages, escalations, root cause analysis.
• Excellent communication skills for technical and non-technical audiences.
• Creative and analytical problem-solving abilities with innovative thinking.