Service Delivery Manager

Methods Business and Digital Technology; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Development

Wellness

Flexible Working

Social

Time Off

Volunteering

Pension

Life Assurance

Travel Insurance

Maternity Pay

Season Ticket Loan

Job summary

Methods Business and Digital Technology in London is seeking a Delivery Manager to oversee IT service delivery for designated Customers in a hybrid role. You will own customer experience, manage service recovery, coordinate with account management and delivery teams, and drive continuous improvement across SLAs and KPIs.

The role emphasizes strong stakeholder engagement, agile guidance to Dev teams, and maintaining excellent relationships with internal and external partners.

Qualifications

• Working knowledge of ITIL and ITSM environment.
• Experience actively managing the customer experience from a Service Desk perspective.
• Experience in agile Delivery Manager capacity guiding Dev teams and working to a backlog.
• Recovery experience.
• Understanding of Agile Methodology and Project management skills.
• Strong customer relationship skills with senior service management contacts.
• Ability to work under pressure with excellent time management skills.
• Excellent attention to detail and proactive problem solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MS O365 Suite.
• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)

Responsibilities

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary.
• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.
• Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.
• Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.
• Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement.
• Ensure contracts are delivering within the scope for the designated Customers(s).
• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery.
• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed.
• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters.
• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery.
• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
• Flag anticipated increases or decreases of Demand with the account Management Team
• Contribute to internal discussions supporting the department-wide continuous improvementstrategy
• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
• Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.
• Maintain awareness and consider the balance of cost,qualityand customer experience when delivering Managed Services
• Build and maintain effective professional relationships as required withinthe team, with Customers, and with third parties involved in service operations
• Any other duties as and when required commensurate with organisationalposition

Skills

ITIL

Service Desk

Delivery Manager

Recovery

Agile

Project Mgmt

Stakeholders

Windows Apps

MS Office

ITSM Tools

Communication

Active Listening

Tools

ServiceNow

Hornbill

FreshService

Zendesk

Job description

Job Description below:

Accountabilities:

• Ensuring that the contracted scope of support for designated Customers is clear and understood

• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations

• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally

• Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimise complaints about service delivery

Responsibilities:

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary

• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.

• Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.

• Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.

• Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement

• Ensure contracts are delivering within the scope for the designated Customers(s)

• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery

• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed

• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters

• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery

• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate

• Flag anticipated increases or decreases of Demand with the account Management Team

• Contribute to internal discussions supporting the department-wide continuous improvementstrategy

• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers

• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs

• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business

• Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.

• Maintain awareness and consider the balance of cost,qualityand customer experience when delivering Managed Services

• Build and maintain effective professional relationships as required withinthe team, with Customers, and with third parties involved in service operations

• Any other duties as and when required commensurate with organisationalposition

Essential Requirements

• Working knowledge of ITIL and experience within an IT Service Management environment

• Experience of actively managing the customer experience from a Service Desk perspective

• Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog

• Recovery experience

• Understanding of Agile Methodology and Project management skills

• Strong customer relationship skills, working with senior service management contacts.

• Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you

• Ability to work under pressure with excellent time management skills to meet tight deadlines.

• Strong organisation and customer service skills and the ability to multitask.

• Decision making skills to resolve issues or make recommendations.

• Excellent attention to detail together with a proactive approach to problem solving.

• Ability to work independently.

• Excellent knowledge of Windows applications and the MS O365 Suite

• Knowledge of ITSM tools (ServiceNow, Hornbill,FreshService, Zendesk, etc.)

• Strong communication and active listening skills

Desirable Requirements

• ITIL V3/V4 foundation certification (Intermediate or higher desirable)

• Knowledge of IT industry & best practices and all relevant industry standards

• Proficient in the use of the broader Microsoft Office suite, including Project and Visio

• Proven continuous improvement experience from a similar role, including project management

• Understanding quality service standards and applicable metrics

• Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure

Location : the role will be based in London for the first several months and then hybrid.

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect:

• Autonomy to develop and grow your skills and experience

• Be part of exciting project work that is making a difference in society

• Strong, inspiring, and thought-provoking leadership

• A supportive and collaborative environment

As well as this we offer:

• Development – access to LinkedIn Learning, a management development programme, and training

• Wellness – 24/7 confidential employee assistance programme

• Flexible Working – including home working and part time

• Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes

• Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year

• Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation

• Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

• Life Assurance – of 4 times base salary

• Private Medical Insurance – which is non-contributory (spouse and dependants included)

• Worldwide Travel Insurance – which is non-contributory (spouse and dependants included)

• Enhanced Maternity and Paternity Pay

• Travel – season ticket loan, cycle to work scheme

• For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits).