🎂  Intersys celebrates 25 years! Read our story

Intersys Logo

Managed IT Support

A Reasonable, Fixed Monthly Fee for All Your IT Needs
Find out more

Consulting Services

The High Level IT Consulting Services You Need to Transform Your Business
Find out more

Cyber Security

A Comprehensive Range of Cyber Security Services for Robust, Industry-Leading Protection
Find out more

IT Solutions

Whatever your IT needs, we'll create a tailormade solution for you
Find out more
You are here: HomeService Delivery Manager

Careers with Intersys

Service Delivery Manager

South East England (60% based in Woodford Green)

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

Does this sound like you?

Drop us a line with your latest CV and let's have a chat!
linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram