Company Overview
Uptime provides a range of products and services to assist MSPs to scale quickly, without risk and still deliver top quality services. Our company offers a range of technical services including helpdesk, staff augmentation, NOC and project delivery services. We have teams based across the globe.
Everything we do for our partners is white labelled; we act as the partners’ brand whenever we answer the phone or respond to email, even when we attend customer site!
What’s this role about?
As a Service Delivery Manager, you will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. We are a fast-paced Master MSP and you will be in regular communications with partners who we deliver MSP services to.
You will lead the helpdesk team and be their ‘go to’ person when they need guidance. You will also play a pivotal role in liaising with partners to manage their expectations, ensuring that our team is hitting their KPIs.
The role will require strong team leadership skills as well as excellent communication. You will be working closely with peers based overseas.
Overall Responsibility For Service Delivery Manager
1. Ensuring that all customer communication is done in a customer-centric manner
2. Coaching the team to deliver the number of contracts that meet revenue goals
3. Providing mentoring to the technical team to ensure they are working efficiently and with accuracy
4. Ensuring our processes and SOPs are followed by the team and working to improve processes as required
5. Demonstrating the company core values
6. Delivering on team SLA compliance and customer satisfaction KPIs
Requirements
1. Proficiency in leading both physical and virtual teams
2. Expertise in people management and team leadership
3. Aptitude in technical problem-solving
4. Ability to identify when a ticket needs to be moved to another engineer for best execution
5. Understanding of ITIL principles
6. Strong organizational skills
7. Capacity to train and guide junior team members
8. Ability to manage and prioritize tasks efficiently
9. Previous experience in an MSP environment
The role is hybrid but there will be a requirement to be in our Crawley (Sussex) office on a regular basis. #J-18808-Ljbffr