Service Delivery Manager

Service Delivery Manager

Salary: Up to 57K

Location: Waterlooville / Hybrid (2 days remote, 3 days in office)

Benefits:

• Life Assurance & Private Healthcare
• 28 days annual leave with increases with tenure
• Employee Assistance Program
• Professional Growth Opportunities
• Special Leave for Birthdays and Christmas
• Volunteer days
• Casual Fridays with breakfast & afternoon drinks

Are you an experienced, dynamic Service Delivery Manager with exceptional leadership, project management and client relationship skills? Are you seeking a role to lead and nurture a high-performing team where you manage client onboarding and compliance? Then this role is for you!

As the Service Delivery Manager, you will lead and optimise service delivery, order fulfilment, and technology innovation for this established and forward-thinking MSP.

Key Responsibilities

• Ensure Services meet or exceed SLAs and KPIs, focusing on high service quality, reliability, and customer satisfaction
• Lead the specialist support and helpdesk teams, fostering a collaborative and motivated environment.
• Coach and mentor the specialist support and helpdesk teams
• Build strong relationships with clients, and act as the main point of contact for all service-related enquiries.
• Work closely with the customer success team to continuously improve customer satisfaction and service excellence
• Lead service-related projects, to ensure they are delivered on time, within budget and meet client expectations
• Oversee new client onboarding and order fulfilment processes, working closely with the sales function to ensure a smooth handover.
• Ensure compliance with IT Service management standards
• Establish and manage the Technology innovation function to enhance client offerings
• Oversee service incidents and changes
• Collaborate with third-party vendors, proactively identify and manage risks to service continuity
• Lead initiatives to streamline processes, improve efficiency and enhance service quality.

Key Requirements

• Proven experience in a Service Delivery Manager role within an IT or MSP Environment
• Strong understanding of ITIL or equivalent frameworks
• Experience managing SLA's and customer satisfaction metrics
• Hands-on experience in client onboarding processes and project management
• Capable of managing multiple priorities and challenging situations effectively
• Familiarity with ISO standards and managing an ISO-certified IT Service Management System is highly desirable

Key Behaviours

• Inspirational leader with a collaborative approach
• Exceptional communication and listening skills.
• Proactive, solution-oriented and resilient