Service Delivery Manager

Paradigm Employment Services; Liverpool City Region; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading company in Northwest England seeks an experienced Service Delivery Manager to join their senior leadership team. This role involves leading IT service delivery, mentoring staff, and ensuring exceptional client satisfaction. Ideal candidates will have a strong technical background and a passion for service excellence.

Benefits

28 days holiday plus Bank Holidays

Pension

Company Events

Qualifications

• Experience in MSP sector desired.
• Confident communicator with excellent written and verbal skills.
• Knowledge of ITIL disciplines is an advantage.

Responsibilities

• Lead and mentor Support and Project/Pre-Sales staff.
• Improve service delivery systems to enhance efficiency.
• Manage client expectations and handle escalated issues.

Skills

Organizational Skills

Problem Solving

Client Service

Communication

Technical Knowledge

Education

Degree in Computing

Job description

Service Delivery Manager

We have a truly rare opportunity for an experienced and driven Service Delivery Manager to join our award-winning business, which provides fully managed IT services across Northwest England.

We are keen to hear from candidates who not only have proven technical expertise but are also eager to bring fresh ideas to the table. This role is ideal for someone looking to take the next step in their career, take on greater responsibility, and grow into a future leader within the industry.

Main Responsibilities for the successful Service Delivery Manager:

As the Service Delivery Manager, you will be a key member of the senior leadership team, reporting directly to the Operations Director and playing a vital role in shaping and executing the broader business strategy. You will bring excellent communication skills, a strong track record of successfully delivering IT support and projects within the private sector, and a genuine passion for providing exceptional client service.

• Leading and mentoring all Support and Project/Pre-Sales staff, ensuring they are held accountable for delivering our services to an exacting standard and following our defined processes
• Continuously improving service delivery systems to enhance efficiency and reduce costs, while maintaining or improving the client experience.
• Owning the Incident, Request, Change and Escalation processes, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required
• Liaising with clients, managing expectations and handling escalated issues regarding all aspects of IT service delivery to ensure total client satisfaction
• Maintaining team motivation and engagement to support consistently low staff turnover.
• Ensuring a culture of Continuous Improvement throughout the teams; pro-actively enhancing and developing processes, systems and reporting, to improve efficiency and quality of service.
• Instigating and leading internal and third-party service review meetings covering performance, service improvements, quality and processes

Main requirements for the successful Service Delivery Manager:

• Experience in MSP sector is desired.
• An influential manager who can motivate and get the best out of subordinate managers and a technical team.
• Excellent with your organisational and multi-tasking skills - managing and prioritising tasks and time efficiently
• Obsessed with delivering outstanding client service and able to work under pressure and meet deadlines.
• A naturally analytical and problem-solving person who is able to learn on the fly
• A confident communicator (including active listening ability) with excellent written and verbal skills.
• Self-motivated, ambitious, hardworking and keen to help and assist others
• Enthusiastic about technology and its use.
• Someone with both academic and work experience in a computing discipline and qualified to degree level.
• Someone who operates with a sense of urgency, committed to delivering results.
• Knowledgeable of ITIL disciplines (would be an advantage)
• Holding a full, clean driving license.

What we offer to the successful Service Delivery Manager:

• Salary 50,000- 60,000 per annum.
• Monday to Friday.
• 28 days holiday plus Bank Holidays.
• Pension
• Company Events and many more

If you are an IT savvy individual with a desire to progress and be part of fantastic team, then this role is for you! Please do not hesitate to contact us for more details.

Paradigm Employment Services Ltd is acting as an Employment Agency in relation to this vacancy.