Service Delivery Manager

Service Delivery Manager

Salary: 36,000 - 40,000 dependent on experience

Fulltime hours: Monday to Friday, 9-5.30 (Could be flexible around customer visits)

Hybrid: Minimum of 2 days per month

Customer visits as and when required.

Location: Kimpton

Our client is looking for an experienced Service Delivery Manager to join our team. The role will be integral to the management of strategically identified help desk, managed service, and other contracted clients.

Responsibilities: Service Delivery Manager

• Delivering excellent customer service.
• Continually manage service-based relationship with identified clients.
• Develop and document processes for Service Delivery Management
• Schedule and attend meetings at client sites for contract and problem management reviews (expected travel, 2-3 days per week nationwide).
• Schedule and attend client Team meetings.
• Co-ordinate customer focused and service activities, ensure they are delivered to a high standard within our contracted SLA's.
• Continually measure KPI's and deliver reports to clients.
• Communicating with clients to continuously ensure contract satisfaction and that both parties understand and meet their contracted obligations.
• Have an excellent understanding of all the company and key partner service offerings. Working with customers to enhance use of current tools or expanding into further offerings.
• Follow all company policies.
• Assisting, co-ordinating and supporting a variety of functions within the business, including but not limited to account management, help desk and technical delivery services.
• Attending pre-sales, account management and project activities, including nationwide exhibitions and events.
• Consistently monitoring the progress of contracts.
• Escalating help desk and service issues with contractors and manufacturers.
• Develop and maintain close manufacturer relationships with both account management and key service personnel.
• Take ownership of critical issues and work on problem management.
• Manage out of hours P1/P2 helpdesk issues and project challenges for identified clients.
• Providing administrative support.
• Obtain relevant manufacturer and industry certifications.

Skills / Experience: Service Delivery Manager

To be successful, you will ideally be:

• Proactive and organised, with the ability to meet tight deadlines.
• Superb at time management.
• Strong communication skills with excellent attention to detail.
• Two+ years of experience in service-based activities.
• Ability to work effectively both independently and as part of a team.
• Commercially aware.
• Have good literacy and numerical skills.
• Proficient with Microsoft Office and CRM systems.
• Willing to travel to client sites both proactively and as and when needed.
• Good stakeholder management.

Desirable skills:

• Working knowledge of Connectwise would be an added benefit to this role.
• Working knowledge of BrightGauge.
• Manufacturer support services and escalation processes.

Benefits:

• We will support you to qualify in ITIL and key manufacturer sales / service accreditations.
• Ongoing training and development opportunities.

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Technical sectors.

For information on other roles, we have available please call (phone number removed) for further details.