Service DeliveryManager
Salary:Up to 57K
Location:Waterlooville / Hybrid (2 days remote, 3 days inoffice)
Benefits:
* Life Assurance& Private Healthcare
* 28 days annualleave with increases with tenure
* EmployeeAssistance Program
* Professional GrowthOpportunities
* Special Leave for Birthdays andChristmas
* Volunteerdays
* Casual Fridays with breakfast &afternoon drinks
Are you an experienced, dynamic Service DeliveryManager with exceptional leadership, project management and clientrelationship skills? Are you seeking a role to lead and nurture ahigh-performing team where you manage client onboarding andcompliance? Then this role is for you!
As the Service Delivery Manager, you will leadand optimise service delivery, order fulfilment, and technologyinnovation for this established and forward-thinkingMSP.
KeyResponsibilities
* EnsureServices meet or exceed SLAs and KPIs, focusing on high servicequality, reliability, and customersatisfaction
* Lead the specialist support andhelpdesk teams, fostering a collaborative and motivatedenvironment.
* Coach and mentor the specialistsupport and helpdesk teams
* Build strongrelationships with clients, and act as the main point of contactfor all service-related enquiries.
* Work closelywith the customer success team to continuously improve customersatisfaction and service excellence
* Leadservice-related projects, to ensure they are delivered on time,within budget and meet clientexpectations
* Oversee new client onboarding andorder fulfilment processes, working closely with the sales functionto ensure a smooth handover.
* Ensure compliancewith IT Service management standards
* Establishand manage the Technology innovation function to enhance clientofferings
* Oversee service incidents andchanges
* Collaborate with third-party vendors,proactively identify and manage risks to servicecontinuity
* Lead initiatives to streamlineprocesses, improve efficiency and enhance servicequality.
KeyRequirements
* Provenexperience in a Service Delivery Manager role within an IT or MSPEnvironment
* Strong understanding of ITIL orequivalent frameworks
* Experience managing SLA'sand customer satisfaction metrics
* Hands-onexperience in client onboarding processes and projectmanagement
* Capable of managing multiplepriorities and challenging situationseffectively
* Familiarity with ISO standards andmanaging an ISO-certified IT Service Management System is highlydesirable
KeyBehaviours
* Inspirationalleader with a collaborativeapproach
* Exceptional communication andlistening skills.
* Proactive, solution-orientedand resilient