Job Title: Service Delivery Manager
Location: Irvine
Salary: £30,000 – £35,000 depending on experience
Job type: Full Time
The role:
This role is responsible for maintaining existing, and building new, exemplary levels of Customer relationship management with our clients via Service Performance Reviews on a monthly, quarterly, bi-annual and annual basis. Most of these are carried out via Microsoft Teams, although there may be occasion where a face-to-face meeting is required. Building trust and confidence, and creating customer loyalty is a crucial part of the role and requires the successful candidate to act with honesty and transparency at all times. Reporting into the Operations Director you will work closely with the Service Desk and Support functions of the business to ensure contracted and targeted SLAs are maintained and to ensure that the Customer Satisfaction rating is kept at a consistently high score of 4.7 or greater, out of 5. Acting as the Customer’s advocate you will be responsible for ensuring that Customer feedback is heard and acted upon. As the voice of the Customer in the company you will mediate between the Customer’s requests and the company’s vision.
You will also be the escalation point for service incidents and will act as Major Incident Manager for severe service outages.
Key Responsibilities and Accountabilities:
- Develop and maintain healthy Customer relationships through regular service performance reviews.
- Ensure service performance reports are accurate prior to presentation.
- Evaluate and analyse Customer needs.
- Build trust and transparency with clients.
- Onboard New Clients.
- Act as a Customer advocate.
- Encourage Customers to Upgrade their Products.
- Promote Customer loyalty.
- Consistently achieve all customer support SLA targets.
- Act as Incident Manager, providing appropriate levels of communications to internal stakeholders and Customers/partners in a timely manner.
- Manage all Customer Complaints to resolution.
Essential Attributes:
- 100% customer focused.
- Outgoing and lively personality.
- Ability to build strong working relationships with people from all walks of life.
- Excellent verbal and written communication, negotiation and arbitration skills.
- Strong teamwork skills and attention to detail.
- A good working knowledge of the technical and application aspects of the managed service.
- An exceptional team leader able to get the most out of in-house and contract personnel.
- Willingness to travel to meet customers, partners and suppliers for service meetings.
- Agile, flexible and robust. Able to withstand the pressure of challenging situations.
- Cool, calm and collected. Able to manage crisis situations in an unflustered manner.
Desirable Attributes:
- ITIL practitioner qualification.
- A good understanding of the technical components of a remote wireless network.
Benefits:
- Pension.
- Medical.
- Enhanced Sick Pay.
- Generous Holiday allowance.
- Hybrid Working.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: Facilities Manager, Account Manager, Senior Service Delivery Coordinator, Support Manager, Services Manager may also be considered for this role.
