Overview
We are seeking an experienced and dynamic Service Delivery Manager to oversee the Order Fulfilment, Service Delivery, and Technology Innovation functions. This role requires exceptional leadership, project management, and client relationship skills to ensure the seamless delivery of IT services, drive continuous improvements, and exceed customer expectations. The successful candidate will lead a high-performing team, manage client onboarding, and maintain compliance with ISO/IEC 20000-1:2018 standards.
Key Responsibilities
1. Service Management: Ensure services meet or exceed SLAs and KPIs, focusing on high service quality, reliability, and customer satisfaction.
2. Leadership & Team Development: Lead the specialist support and helpdesk teams, fostering a collaborative and motivated environment. Provide coaching and mentoring to ensure team members excel, supporting and delivering development programs for internal succession. To have a collaborative approach and be a key point of contact for team members.
3. Client Relationships & Customer Experience: Build strong relationships with clients, acting as the main point of contact for all service-related enquires working closely with the customer success team. Continuously improve customer satisfaction and service excellence through regular feedback and service reviews.
4. Project Management...