Service Delivery Manager

Natilik

Greater London

Hybrid

GBP 50,000 - 55,000

Full time

8 days ago

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Benefits offered by this job

25 days annual leave (+ bank holidays)

Quarterly Awards and Bonuses

Flexible Working Policy

Access to Financial Wellness support

Industry-leading home working andmob

Private Medical Insurance

Company shares (after one year)

Access to EAP scheme

Vehicle lease salary sacrifice scheme

Cycle to Work Scheme

Enhanced parental leave

Funding for qualifications and courses

Job summary

Natilik is seeking a Service Delivery Manager for a 12-month fixed-term contract in London, with hybrid working (2 days in the office). You will act as the conduit for client-delivered services, ensure SLAs are met, provide client reporting, and drive continual service improvements.

A client-facing, delivery-focused background and proficiency with Microsoft Office are essential. The role reports to the Client Success Director and involves on-site client engagements, renewals management, and

Qualifications

2 years experience in an externally facing service delivery role (or related) in a Managed Service environment.
Understanding of Natilik’s product offerings desirable - https://www.natilik.com/services/
Intermediate skills with the Microsoft Office Suite

Responsibilities

Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings
Ensure all contracted deliverables are scheduled within the service level agreements (SLAs)
Provide reporting for clients, including service reviews that would highlight any breaches in SLAs
Proactively initiate improvement plans as part of continual service improvement
Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution
Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.
Work with Natilik partners to make sure their services meet expected levels of excellence
Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.
Spend time on site with clients as required to build strong relationships
Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements
Identify opportunities for additional service opportunities
Ensure that client asset inventories are maintained and regularly reviewed with clients

Skills

Client-facing communication

Service delivery

Microsoft Office

Tools

Microsoft Office Suite

Job description

Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Role: Service Delivery Manager (12 month fixed term contract)

Location: London EC2M - Hybrid, 2 days per week in the office

Supported by: Client Success Director

Salary: £50-55,000 per annum

The role

Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.

On a day to day basis, the Service Delivery Manager will…

Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings
Ensure all contracted deliverables are scheduled within the service level agreements (SLAs)
Provide reporting for clients, including service reviews that would highlight any breaches in SLAs
Proactively initiate improvement plans as part of continual service improvement
Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution
Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.
Work with Natilik partners to make sure their services meet expected levels of excellence
Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.
Spend time on site with clients as required to build strong relationships
Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements
Identify opportunities for additional service opportunities
Ensure that client asset inventories are maintained and regularly reviewed with clients

How you will make an impact

By providing outstanding service to our clients
Generating positive client feedback through NOC, CSAT and NPS
Through outstanding service, enable Natilik to retain clients
Helping Natilik keep and improve its outstanding NPS
Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive
Driving timely renewals

Key Qualities

An uncompromising commitment for client service and delivery
Outstanding interpersonal skills, allowing you to communicate effectively with a variety of people
A team player, that can work with teams internally and externally, sharing knowledge, and aiding results
Organisational skills, allowing you to manage your time effectively and pay close attention to detail
A problem solver, that can find proactive solutions for clients both alone and as part of a team
A chameleon, that can adapt their approach to clients where necessary

Experience

2 years experience in an externally facing service delivery role (or related) in a Managed Service environment
Understanding of Natilik’s product offerings desirable - https://www.natilik.com/services/
Intermediate skills with the Microsoft Office Suite

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer: