Service Delivery Manager - Contract

Tiger Resourcing Group; Redhill; On-site; GBP 60,000 - 90,000; Full time

Job summary

Tiger Resourcing Group is seeking a Service Delivery Manager to join the Customer Service and Support function. The role focuses on resolving customer issues, analyzing workforce needs, and delivering customer-centric experiences across products and services.

The successful candidate will have extensive experience in service delivery, problem solving, and collaboration with design teams to enhance support operations and drive customer satisfaction.

Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• Master’s degree enhances suitability for advanced roles.
• PhD may substitute for experience in some cases.

Responsibilities

• Resolve customer issues and provide product support within the customer service and support function.
• Analyze workforce activities and develop strategies to improve service quality.
• Deliver customer-centric experiences and maintain product knowledge across teams.
• Report issues to design departments and collaborate to identify opportunities for process improvements.
• Prioritize customer satisfaction, optimize operations, and support administrative functions.

Education

Bachelor’s degree

Master’s degree

PhD

Job description

Service Delivery Manager

The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customers questions specific to products and services.

Customer Services > Non-Technical

Provides resolutions to customer issues, analyzing workforce activities, delivering customer-centric experiences, providing product support, and offering administrative assistance. These professionals respond to customer problems, analyze workforce needs, develop support strategies, maintain product knowledge, and report issues to design departments. They prioritize customer satisfaction, optimize operations, identify business opportunities, and ensure efficient administrative support.

Role Knowledge and Application

Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is the fully qualified, experienced professional, journey-level position.

Complexity and Problem-Solving

Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action.

Supervision

Work is done independently and is reviewed at critical points.

Collaboration and Interaction

Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.

Recommended Background and Experience

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience