Job Summary

We are looking for a Service Delivery Manager to oversee the delivery of services. Your main goal will be to ensure consistency and quality, fostering a cohesive team environment. You will coordinate with teams, implement processes, and monitor performance.

The ideal candidate will have relevant certification and experience in managing service delivery, ensuring adherence to standards, and driving improvements. This is a fully office-based role in Hemel Hempstead, with some travel required.

Responsibilities:

Lead and manage a team.
Oversee daily operations.
Monitor and manage performance.
Develop and implement procedures.
Analyse performance metrics.
Identify and manage issues.
Prepare and present reports.
Maintain documentation.
Foster a collaborative team culture.
Act as the primary contact for escalations.
Maintain customer relationships.
Conduct site visits.
Provide training opportunities.
Address and resolve issues.

Essential Skills:

Experience in service delivery management.
Experience in managing a service desk or similar team.
Strong leadership and team management skills.
Excellent problem-solving and analytical abilities.
Ability to develop and implement processes.
Understanding of service level management and SLAs.
Proficient in support software and tools.
Exceptional communication and interpersonal skills.
Ability to work under pressure.
Analytical mindset.
Customer-focused.
Ability to work collaboratively.
Conduct Root Cause Analysis (RCA) and Trend Analysis.
Calm under pressure.

Desirable Skills:

ITIL Certification.
Experience with QSR / Retail solutions / Self-Service Kiosks.
Familiarity with POS/EPOS systems.
Experience in a start-up or evolving technology business.
Ability to work on own initiative.