Service Delivery Manager

Convergence Group; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private medical

Enhanced pension

Income protection

Life assurance

Hybrid working

Dog-friendly office

33 days holiday

Job summary

Convergence Group is seeking a Service Delivery Manager to champion customer outcomes across LAN/WAN products and services. You will partner with the Service Delivery & Assurance team to ensure customers receive leading-edge support and value.

The role requires 5+ years in B2B customer service within IT/Telecoms, strong relationship-building skills, and proficiency with Zoho CRM and ServiceNow. Hybrid work model with three days in Solihull.

Qualifications

• 5+ years in a customer service role managing B2B relationships in IT, Telecoms, or Infrastructure.
• Experience delivering Lan, Wan, Wifi or Security solutions.
• Strong emotional intelligence to build meaningful relationships.
• Experience as a customer advocate and internal champion.
• Proven track record in customer satisfaction, reporting and service improvement planning.

Responsibilities

• Act as the voice of the customer within Convergence Group.
• Lead service performance reviews and drive Service Improvement Plans when needed.
• Keep customers happy and build stronger relationships through regular meetings and calls.
• Proactively manage escalations, incidents, and service requests with insightful performance reports.
• Conduct regular customer pulse surveys and quarterly reviews to measure service quality.
• Monitor KPIs to ensure SLAs, CSAT and renewal rates remain high.
• Collaborate with sales, delivery, and tech teams to spot upsell and cross-sell opportunities.

Skills

Customer relationship management

Communication

Emotional intelligence

Relationship building

Time management

Tools

Zoho CRM

ServiceNow

Job description

At Convergence Group, we’ve spent 20 years building a business that puts customers first. Our mission? To provide ‘Connectivity as a Service’ (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry. As our Service Delivery Manager, you’ll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.

What It’s Really Like Here

The pace and intensity are higher than most environments in our sector. The workload is typically around 30% greater than many people will have experienced elsewhere - not because we are chaotic, but because we are ambitious and constantly building. We grow organically and through acquisition, continuously integrating, improving and raising the bar. The landscape evolves, priorities shift, and expectations rise. If you prefer a predictable, static environment, this probably won’t feel comfortable. If you are energised by growth, movement and high standards, it can be deeply rewarding.

Your strengths will have a bigger platform here - and you will be stretched behaviourally more than in most environments. We value respectful honesty: anyone can challenge an idea; hierarchy doesn’t protect thinking and getting it right matters more than being right. Ego doesn’t perform well here; curiosity, learning and ownership do. We hire people who are already strong at their craft - the stretch at Convergence Group is navigating pace, complexity and constant evolution. This environment isn’t for everyone, but for the right person it offers an exceptional opportunity for impact, growth and accelerated development.

What You’ll Do As Our Service Delivery Manager

• You will act as the voice of the customer within Convergence Group.
• Lead service performance reviews and drive Service Improvement Plans when needed.
• Keep your customers happy and coming back for more! Stay ahead with regular meetings and calls to build stronger relationships, boost satisfaction, and drive growth effortlessly.
• Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement.
• Conduct regular customer pulse surveys and in-depth quarterly reviews to measure service quality, understand customer perception, and identify opportunities for continuous improvement.
• Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high.
• Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities - driving more value for customers while strengthening partnerships!

What We’re Looking For

• 5+ years’ experience in a customer service role managing B2B customer relationships in IT, Telecoms, or Infrastructure
• Experience of managing customer service in the delivery of Lan, Wan, Wifi or Security solutions
• Strong emotional intelligence to build meaningful and successful relationships
• Experience as a customer advocate and internal champion
• Proven track record in customer satisfaction, reporting and service improvement planning
• Excellent verbal and written communication skills - you make complex things simple
• Proficiency in Zoho CRM, and ServiceNow (or similar tools)
• Strong time management and organisation skills to juggle multiple priorities
• Ability to pass BPSS and other clearances

What You’ll Get

• Salary: £40,000 - £60,000 for experienced A-players
• Time off: 33 days holiday (including bank holidays)
• Benefits: Private medical, enhanced pension, income protection & life assurance
• Hybrid working: 3 days a week in Solihull office & flexible core hours
• Dog-friendly office - yes, really!

Who Are Convergence Group?

At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in Wan, Lan, WiFi and Security solutions we stand out by revolutionising infrastructure management - making it seamless so our customers can focus on what matters most. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.