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About the role:
To support our growth, we are seeking a dynamic Service Delivery Manager to manage key customer accounts and ensure day-to-day service delivery. This role requires technical knowledge to facilitate conversations with Networks, Infrastructure, Windows, and Apple Mac teams, though it is not a technical role.
Reporting to the Head of Service Delivery, you will work with the Project Management and technical teams to deliver support through onsite and Service desk teams. Responsibilities include optimizing resources, budgets, systems, and procedures to ensure top customer satisfaction.
We need someone with a can-do attitude, high attention to detail, and excellent work standards. You should be adaptable, pragmatic, and able to identify business development opportunities. A strong service delivery background in a Tech/Managed Service environment is preferred.
You will ensure all SLAs and contractual obligations are met for key accounts, solve problems, negotiate, and make commercial judgments. Excellent communication skills are essential for managing business and customer demands.
We are looking for a team player who can juggle multiple tasks in a high-tech environment.
You will be responsible for:
- Engage with customers regarding services delivered and projects initiated.
- Provide excellent customer service, ensuring SLAs are met and exceeded.
- Collaborate with the project management team to meet delivery requirements.
- Resolve service escalations promptly and professionally, keeping customers updated.
- Understand customers' businesses to help them maximize their solutions and identify sales opportunities.
- Manage third-party suppliers and resources as needed.
- Oversee the transition of services for customer acquisitions and new services.
- Ensure service processes, procedures, and documentation are completed and updated.
- Provide monthly service review reports on SLA adherence, challenges, and improvements.
- Work with the Academia account manager to ensure accurate invoicing.
- Collaborate with other departments to ensure excellent customer service.
- Develop and maintain strong client relationships.
- Seek continuous process and service improvements.
- Manage the Technical Team, conduct regular reviews, and hold daily meetings.
- Visit customer premises, especially for onsite technical support.
Key Skills:
- Strong background in service delivery, project, and resolution management, ideally within a Tech or Managed Service environment.
- Good general knowledge of IT infrastructure, with the ability to translate technical requirements into business concepts.
- Experience in leadership and people management, coordinating teams for results.
- Ability to present to and engage with high-level customers, with excellent relationship management skills.
- Professional, productive, and efficient under pressure, managing multiple tasks and teams to meet SLAs.
- Sound judgment in work tasks, understanding business processes and compliance.
- Initiative to originate, implement, and execute new ideas.
- Team player with constructive working relationships.
- Exceptional written and verbal communication skills, with excellent questioning and listening abilities.
- Proven ability to write reports on SLA adherence, learnings, and improvements.
- Experience managing suppliers and resources as outsourced contracts.
- Fully computer literate, knowledge of Autotask beneficial.
- Knowledge of both Apple Mac and Windows environments.
- Experience in a senior customer-facing service delivery role.
- ITIL Framework knowledge.
- Ability to manage budgets.
- Willingness to travel to customer locations.
- Full UK Driving Licence
Why Academia?
Academia is an innovative and rapidly expanding technology company on a mission to transform IT services for large public and private sector customers. We’re not just a supplier; we’re a trusted partner for thousands of clients.
Our ethos is simple, if we can provide great technology and make it work, we will empower our customers to optimise their investment in technology. Your IT success is our business.
Building a strong reputation over 20 years as a top-tier provider of IT solutions and services, the company has sustained double-digit growth, with revenues exceeding £150 million in FY24. We have picked up prestigious industry awards along the way, including the highly prized CRN reseller of the year award.
Backed by Strive Capital, which has provided strong financial and strategic support since 2020, Academia is well-equipped to continue expanding into new areas. Our dedicated lifecycle division, launched to meet the growing demand for sustainable IT solutions, reinforces our commitment to reducing environmental impact while supporting the full lifecycle of our technology.
Our culture is built on teamwork, innovation, integrity, ambition, and a commitment to delivering excellent customer service. With ambitious growth plans and a supportive, collaborative environment, Academia is a fantastic place for professionals eager to make an impact. Join us and become part of one of the UK’s most exciting tech success stories.
Benefits
- Gym?membership?contribution??
- Health?Cash Plan?
- Increased?annual?leave with?length of?service??
- Free annual leave on your birthday??
- Length of service bonus
- Flexible working hours
- Hybrid working
- Free Will Writing service
- Borrow my doggie membership
- Life Insurance??
- Wellbeing Days … And much more!??
