Service Delivery Manager

JR United Kingdom; Guildford; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

A leading company in the IT sector seeks a Service Delivery Manager to enhance client experiences and ensure service efficiency. The role involves significant customer interaction, problem resolution, and incident management within a hybrid working model, providing ample opportunities for professional growth.

Qualifications

• Experience working for an MSP or similar technology background.
• Experience working in a customer-facing role.
• Familiar with MSP operations: Ticketing systems, SLAs, client escalations.

Responsibilities

• Ensure customer service delivery meets or exceeds contractual standards.
• Lead responses to major incidents and manage escalations.
• Identify and drive resolution of problems to improve service.

Skills

Customer Relationship Management

Incident Management

Creative Problem Solving

Communication Skills

Analytical Skills

Job description

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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 well-established company in the past 5 years, 31 are still with the company too.

Hybrid working is in play for the successful Service Delivery Manager. Two to three days a week, the SDM will travel to Reigate (Surrey), East Sussex, and Cambridgeshire. On average, the SDM will be able to work from home for two days a week.

Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed (The vast majority of our candidates have progressed in a short space of time!)

Service Delivery Manager - Job Purpose:

The Service Delivery Manager is a significantly customer facing role that ensures customers have a local and dedicated point of contact regarding ongoing service delivery.

The Service Delivery Manager (SDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations, leading the client relationship for service. Alongside the Account Manager, the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.

The SDM is expected to ensure that all aspects of the contractual obligations for their allocated customer(s) are understood by all areas of the business responsible for delivering all or any aspects of the service components. The SDM will ensure that should failures in meeting obligations arise, or service failures occur, the appropriate corrective action is implemented to restore service.

The role requires travel to meet face to face with the customer and their subject matter experts.

Service Delivery Manager – Overall Purpose:

• Client relationship, management, and communication with customers to ensure that services delivered meet or exceeds the standards required as specified within the service contract.
• Leading rapid and effective responses to major incidents including escalation, communication, resolution, closure, and post-incident analysis
• Work with the Service Desk to identify and drive the resolution of problems throughout the business to reduce the number of incidents, providing an improved service to the customer
• Continuously looking to enhance the service levels being delivered - involving both customer and company initiatives to improve customer satisfaction and to prevent future issues.

Service Delivery Manager – Main Responsibilities:

• Ensure we know our customers’ aims and desired direction, and provide a high-quality service that matches identified customer need
• Undertake regular, scheduled customer visits across the Business South base to help form an ICT strategy and work with a wider team including account managers to implement accordingly
• Owning and developing the knowledge base for the teams and supporting the customer base ensuring that the knowledge is documented and shared
• Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identifying root cause and rollout of mitigating actions to permanently fix the underlying issue
• Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix

Service Delivery Manager – Knowledge & Experience:

• Experience working for an MSP or similar technology background
• Experience working in a customer-facing role
• Familiar with MSP operations: Ticketing systems, SLAs, client escalations
• Incident Management: Handling outages, escalations, and root cause analysis.
• Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences
• Creative, analytical problem solver with the ability to apply original and innovative thinking