Location: Remote/Hybrid (Travel will be required to customer sites in Birmingham and Watford as well as Retail Assist Offices).
Full Time - Monday to Friday, on-call for Major Incident Management (Rota-based).
Who are we?
Starting our life in 1999, Retail Assist is a growing, award-winning technology company. Whether it’s through our expert IT managed services, or our specialist software solutions, we work with a wide variety of clients to help them to deliver outstanding customer service.
The Role
Retail Assist is looking for a dynamic and experienced Service Delivery Manager to join our team. In this role, you will be the key link between our teams and the customer, ensuring top-quality service delivery. You will work closely with various internal departments and external client teams to ensure high customer satisfaction, efficient operations, and continuous service improvements.
Key Responsibilities
* Work with the management and functional team leads to ensure that Retail Assist provides a high-quality service to the client.
* Build and maintain strong client relationships, acting as the primary point of contact for service-related issues.
* Drive continuous process and service improvements to enhance efficiency and effectiveness.
* Monitor and report on key performance indicators (KPIs) to ensure service levels are met.
* Handle escalating client issues promptly and effectively.
* Manage financial controls, including profit & loss, to maximise commercial value.
What will we need from you?
* Excellent communication and interpersonal skills.
* Strong leadership and team management abilities.
* Analytical and problem-solving skills, with the ability to manage multiple priorities.
* Customer-focused mindset, ensuring services align with client goals.
* Experience with IT Service Management (ITSM), ISO & ITIL processes, and relevant software tools.
If you're on the lookout for your next career step and a chance to leave your mark, look no further. Join us today!
HOW WE RECRUIT
At Retail Assist we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives.
25 days annual leave (plus bank holidays). Purchase up to 5 additional days holiday. Benefits, discounts and perks with Benefits Hub. Travel loan scheme. Cycle to work scheme. Dental care scheme. Childcare scheme.
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