Service Delivery Manager

We’re looking for a talented and experienced Service Delivery Manager with real vision and initiative to join a leading marketing services company, known for helping a wide range of international brands to communicate effectively with consumers through a wide range of eye-catching and engaging digital innovations.

The successful applicant will be the main point of client contact and will need to drive continuous improvement and change with internal and external operational teams. Excellent communication and problem-solving skills are key, as you will manage the resolution of major incidents and be the first respondent to incidents when they arise.

Working on a prestigious national client account, you’ll join a hardworking team who welcome honest feedback and actively encourage innovation and professional development. The role will be pivotal in successfully ensuring that the business meets contractual obligations to the very highest standard, and therefore candidates must demonstrate a commitment to world-class service delivery, outstanding commercial acumen, and be able to continuously motivate and inspire those around them.

Duties and responsibilities:

• Being the single point of escalation for service-related issues for the client
• Managing escalations effectively until the point of resolution
• Inspiring continuous improvement of service delivery plans and management processes
• Proactively analysing service performance, trends and risks and identifying and raising areas for improvement
• Conducting monthly/quarterly workshops and service delivery reviews
• Carrying out the service delivery management of 3rd party engineer resource providers
• Building strong, long-term relationships with the client through successful service delivery
• Taking ownership of meeting contractual SLAs and KPIs

Skills and experience required:

• Extensive proven experience within a Managed Service Provider delivering outstanding service delivery management on a national scale
• Experience of working as part of a Managed Service Provider involved in the provision of digital signage, till systems, EPOS, or IT service delivery within the retail or hospitality sector
• Knowledge of ITSM / Service Desk tools
• Confident challenging briefs and proposals to ensure the best possible results for clients
• IT proficient, with advanced knowledge of MS Office
• Excellent organisational skills, including a strong attention to detail and the ability to manage multiple projects simultaneously
• Approaches tasks with curiosity, always looking for opportunities to innovate and to improve
• Excellent trouble-shooting and problem-solving skill set
• Demonstrates enthusiasm and tenacity
• Outstanding communication skills, both verbally and when putting together written correspondence, reports and presentations

Hours of work

• Monday to Friday, 9:00am – 5:30pm

Salary and benefits:

• Competitive salary
• Free parking
• Flexible working
• Healthcare scheme
• Employee wellbeing initiatives