Service Delivery Manager

Convergence Group; Metropolitan Borough of Solihull; Hybrid; GBP 42,000 - 50,000; Full time

Job description

Service Delivery Manager - Take Your Career to the Next Level!

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.

Your Role: Make a difference every day!

• 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, building stronger relationships, boosting satisfaction, and driving growth effortlessly.
• Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive 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 You’ll Bring:

• 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.

What’s in It for You?

• Salary: £42,000-50,000 + Performance-Based Bonus.
• Time off: 33 days holiday (including bank holidays).
• Enhanced benefits: pension, private medical, income protection & life assurance.
• Work-life balance: flexible core hours & hybrid working (3 days in Solihull office).
• Career development: structured learning and growth opportunities.
• Dog-friendly office - yes, really!

Who Are Convergence Group?

• No Corporate Red Tape: We’re a privately-owned company, free from corporate bureaucracy, private equity, and external debt.
• It’s Not Just What We Do, It’s How We Do It: We specialise in WAN, LAN, WiFi, and Security solutions, but our revolutionary approach is what sets us apart.
• Growth & Opportunity: Our business is expanding rapidly, and we need exceptional people to join us on our journey.

Ready to Make an Impact?

If you’re driven, customer-focused, and ready to take your career to new heights, apply now and be part of a company that’s redefining connectivity solutions!

Join Convergence Group - Where Customer Service Drives Everything We Do!