Service Delivery Manager - Netcon

Softcat; Manchester; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Softcat is seeking an ambitious Tech Tower Service Delivery Manager to progress internally within a high-performing part of the business. You will be the first point of contact for customer and internal queries related to Managed Services, and you’ll own relationships with aligned customers, reporting on services and conducting regular Service Reviews.

You will influence strategy, processes and CX programmes, collaborating across teams to identify improvements and ensure accurate, up-to-date

Qualifications

• Soft skills focusing on customer relations and team collaboration.
• Ability to influence and drive team decisions.
• Strong communication across varied audiences.

Responsibilities

• Be the first point of contact for customer, partner and internal queries related to Managed Services.
• Own relationships for aligned customers, report on services, and hold regular Service Reviews.
• Contribute to strategy, processes, and CX programmes; support wider initiatives.
• Collaborate with multiple teams to implement improvements and ensure accurate information.

Skills

Customer service

Relationship building

Collaboration

Communication

Feedback

Initiative

Ownership

Time management

Job description

Are you looking to develop your skillsandrealise your full potential?

Do you want to take your career to the next level?

About The Team

This is an exciting opportunity for internal candidates to progress within a growing and high performing part of Softcat's business, as a Tech Tower Service Delivery Manager. As you will know, the SD Team is a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. We engage with customers across all business sectors on a range of services that cover multiple technologies.

Success. The Softcat Way.

At Softcat we want to support you at every stage of your career. Whether that means stepping up into a more senior role, taking on more responsibilities in your current role or broadening your skills and experiences in a different department, we encourage all our employees to develop and grow with us.

What You'll Be Doing

As a Tech Tower Service Delivery Manager, you will be the first point of contact for customer, partner and internal queries relating to our Managed Services, with an alignment to a specific business Tech Tower. You will act as the POC for the entire Service Delivery team, gathering information and reporting back into other parts of the business, facilitating the required improvements. You will own the relationship for your aligned customers engaging frequently, reporting on their services, and holding regular Service Reviews. You will contribute to the strategy, processes, and overall aims of the Service Delivery as well as supporting wider CX programmes.

• Voice of customer regarding current & future state of services in your Tech Tower
• Presales Service Delivery rep
• Offers specialised CX knowledge and insights in their area of expertise, ensuring that information, feedback, and solutions are shared and up-to-date
• Identifies potential areas for process/service improvement
• Collaboratively works with various teams to ensure the accuracy and relevance of content and to address customer needs and issues
• Proactively build relevant relationships within the business to promote Service Delivery & CX and ensure customer sentiment is shared far and wide
• Provides management with relevant insights to aid strategy development
• Deep understanding of Tech Tower Stakeholders

What We Need From You

• Passionate about the delivery of customer service and relationship building.
• Strong collaboration and people skills both with peers and the wider business, be able to work collaboratively and flexibly with others.
• Strong communication skills with the capability to deal with a variety of communication types across varied audiences
• Able to constructively give and receive both positive and negative feedback.
• Promote a positive team ethos, be able to influence and drive the team decisively whilst being mindful or optimism and team morale. Be a positive role model within the team.
• Display initiative and ownership, whilst understanding limits of own authority.
• Confidence to navigate customer & internal escalations.
• Reliable with excellent time management skills to deal with conflicting priorities.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns.

• Hybrid working - 3 days in the office and 2 days working from home
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.