SearchWorks Newcastle Upon Tyne, England, United Kingdom
Service Delivery Manager
As the Service Delivery Manager, you will elevate client satisfaction and drive team excellence by leading a dynamic service team, ensuring exceptional delivery and fostering a high-performance culture.
What you'll do:
* Serve as the primary point of contact for client inquiries and escalations.
* Ensure client satisfaction and address evolving needs.
* Utilize and enhance PSA and RMM tools for efficient client and system management.
* Automate business processes and generate KPI reports.
* Maintain optimal system patching and monitoring protocols.
* Evaluate and address individual client technology requirements.
* Identify and mitigate potential risks to clients and company operations.
* Lead, mentor, and develop the service delivery team by conducting 1:1 reviews.
* Define and manage key performance indicators (KPIs) for team and individual performance.
What you'll need:
* Drivers license
* Experience working for a Managed Service Provider (MSP) or IT Support Business.
* Experience using a Ticketing system / RMM Tool and PSA software
* Experience and knowledge of working with the Microsoft 365 Platform
* Management & Leadership Experience of an IT Service Team
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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