Service Delivery Manager (SaaS)
Hybrid (flexible - no set requirements)
Glasgow or Edinburgh
Up to £65k + benefits (private healthcare, bonus, extended holidays)
Lorien's client, a fast-growing SaaS company, are currently looking for a Service Delivery Manager to join their dynamic team and help develop their Service Delivery Function from scratch.
This role will be at the beating heart of their organisation, dealing directly with a portfolio of their biggest and most valuable customers, including many well-known financial services companies. The successful candidate will need to fully understand the best practices to follow, utilising ITL Service Management and utilising their existing experience and technical understanding to converse technically whilst holding commercial awareness.
As a founding member of this function, there is an opportunity for career growth as the team expands, offering an exciting prospect for an experienced Service Delivery Manager who may be interested in exploring a new opportunity.
Key Responsibilities:
1. Cultivate and sustain strong client relationships by actively monitoring the performance of support and SaaS services, ensuring they meet agreed-upon capacity and SLAs. Maintain high standards in incident management, change management, problem management, and root cause analysis.
2. You will be tasked wit...