Service Delivery Manager

Natilik; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player seeks a dedicated Service Delivery Manager to enhance client relationships and ensure exceptional service delivery. This role is pivotal in managing client expectations, maintaining service levels, and driving continuous improvement initiatives. The ideal candidate will possess outstanding interpersonal skills and a strong commitment to client service, making a significant impact on client satisfaction and retention. Join a dynamic team that values personal and professional growth, where your contributions will be recognized and rewarded. This is a fantastic opportunity to be part of a company that prioritizes its people and fosters a supportive work environment.

Benefits

25 days annual leave (+ bank holidays)

Quarterly Awards and Bonuses

Flexible Working Policy

Competitive pension scheme

Private Medical Insurance

Company shares after one year

Medicash Cashback Scheme

Cycle to Work Scheme

Annual paid volunteering day

Access to funding for additional qualifications

Qualifications

• Experience in service delivery roles with a focus on client satisfaction.
• ITIL foundation accreditation is desirable for this position.

Responsibilities

• Act as a client representative and ensure service deliverables are met.
• Provide reporting and manage client communications effectively.

Skills

Client Service Commitment

Interpersonal Skills

Organizational Skills

Problem Solving

Adaptability

Education

ITIL Foundation Accreditation

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.

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…

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

How you will make an impact

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

Key Qualities

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

Experience

1. Experience in an externally facing service delivery role.
2. ITIL foundation accreditation desirable.
3. Understanding of Natilik’s product offerings desirable.
4. Intermediate skills with the Microsoft Office Suite.

Benefits

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:

• 25 days annual leave (+ bank holidays) rising with tenure.
• Quarterly Awards and Bonuses.
• Flexible Working Policy.
• Competitive pension scheme.
• Access to Financial Wellness support.
• Industry-leading home working and mobility technology.
• Private Medical Insurance.
• Company shares (available after One year tenure).
• Medicash (Cashback Scheme).
• Retail discounts via Medicash.
• Access to EAP scheme for you and your household.
• Vehicle lease salary sacrifice scheme (available after One year tenure).
• Cycle to Work Scheme.
• Annual paid volunteering day.
• Enhanced parental leave.
• Access to funding for additional qualifications and courses.
• Access to paid study leave.