Service Delivery Manager
About My Client
My client is a leading global technology company dedicated to driving digital transformation within the Quick Service Restaurants (QSR), Hospitality, and Retail sectors. With over 20 years of experience, they have forged strong partnerships with major brands, continually innovating to enhance customer experiences and streamline operational efficiency.
Job Summary
My client seeks a skilled and driven Service Delivery Manager to oversee efficient service delivery across multiple locations. This office-based role in Hemel Hempstead involves coordinating team efforts, standardising processes, and ensuring that service performance aligns with organisational goals. The ideal candidate will bring ITIL certification and a background in managing service delivery across multi-site operations, with an emphasis on adherence to SLAs and promoting continuous improvement.
Key Responsibilities
Lead and manage service delivery teams across locations, including service desk operations.
Ensure timely and effective customer issue resolution, meeting established SLAs and OLAs.
Develop and enforce standardised procedures for consistent service delivery.
Regularly monitor and analyse performance metrics to identify areas for improvement.
Manage SLA breaches, implementing corrective actions to prevent future occurrences.
Act as the primary escalation point for customer issues, providing prompt resolutions.
Foster a supportive team culture,...