This is an exciting opportunity to join a well-established, progressive, and forward-looking MSP and IT Consultancy.
We are looking for a confident, experienced, and process-driven Service Delivery Manager.
You will be responsible for proactively managing and driving service excellence and value, via interactions with stakeholders at all levels and a programme of continuous improvement. You will manage customer service agreements, mostly within the London/Essex area, but with some clients across the UK and beyond.
Due to the service nature of the role, you will be expected to be at least 60% office-based from our head office in Woodford Green, Essex.
Responsibilities
- Functioning as the client’s trusted point of contact for service concerns and initial point of escalation
- Driving client specific service improvement
- Creating and delivering client reports in service review meetings
- Line management of service team across a 12*7*365 shift
- Management of external OOH service provider
- Maintaining high-quality staff communication between onsite, remote, and office-based teams
- Scheduling of service teams
- Functioning as the client’s point of contact for scheduling
- Monthly 1:1 reviews with team and management of annual appraisals
- Recognising and promoting positive client feedback
- Ensuring adherence to policies and procedures, with specific focus on security
- Disciplinary and performance management
- Timesheet hygiene checks
- Acting as an escalation point for Queue Manager and service tickets
- Continuous development of operating procedures alongside Operations Manager
- Presenting monthly internal management reports
Experience
- Extensive experience in Service Management role, ideally within a mid-sized MSP
- Managing contractual performance of services within agreed SLA
- Leading client service review meetings
- Management of service team across disparate sites
- In-depth knowledge of Cloud and Infrastructure products and services
Skills
- Confident, self-starter
- Highly organised and process-driven with exemplary time-management
- Articulate communicator and presenter
- Excellent relationship management skills
- Setting clear expectations and delivering on promises
- Diligent about driving service improvement
