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Our client is a fast-growing leader in the world of intelligent monitoring and automation solutions, helping industries optimise performance, enhance sustainability, and drive efficiency through cutting-edge innovations. Due to expansion, they’re seeking to hire a Service Delivery Manager to be based from their office in Swinton, where there is a hybrid working policy in place. The role will pay up to £60,000 plus a 10% annual bonus.
Weare seeking a highly skilled and proactive Service Delivery Manager to oversee all customer service issue management and incident resolution. You will possess both a strong technical background in supporting software and hardware solutions, as well as the leadership capabilities to manage the technical support team effectively. This role is pivotal in ensuring that service delivery meets and exceeds the contracted service levels, while continuously improving the customer experience.
What is expected of the Service Delivery Manager?
- Incident Management:
- Oversee the incident management process, ensuring the timely and effective resolution of customer-reported issues
- Act as the point of escalation for all critical service incidents, ensuring that they are managed swiftly and appropriately
- Identify root causes of issues, working with relevant technical teams to prevent recurrence
- Service Level Management:
- Monitor, track, and report on service delivery performance, ensuring that service levels are consistently met or exceeded in accordance with contractual agreements
- Work with the CTO to define and improve service level agreements (SLAs) and key performance indicators (KPIs)
- Customer Issue Resolution:
- Ensure that technical issues, both software and hardware-related, are addressed promptly
- Collaborate with the technical support team to identify and resolve software bugs or system failures
- For hardware-related issues, create detailed action plans and coordinate with hardware engineering or external vendors to ensure solutions are provided
- Team Leadership:
- Manage and mentor the technical support team, ensuring that they are equipped with the tools and knowledge necessary to address customer concerns effectively
- Foster a collaborative, customer-focused culture within the support team
- Continuous Improvement:
- Lead initiatives to continually enhance the service delivery process, identifying areas for improvement and driving change
- Collaborate with product and engineering teams to provide feedback on customer pain points and service delivery issues
- Customer Communication:
- Serve as the primary point of contact for customers regarding service delivery issues, ensuring clear and consistent communication
- Regularly update customers on the status of their issues and provide detailed post-incident reports
What we look for in a Service Delivery Manager?
- Strong technical knowledge in both software and hardware, particularly in IoT systems
- Proven experience in a similar role within a SaaS or connectivity service provider environment
- Demonstrated experience in incident management and service delivery, with a focus on achieving service level agreements (SLAs)
- Excellent problem-solving skills, with the ability to investigate, identify, and resolve technical issues
- Leadership experience, with the ability to manage, motivate, and develop a technical team
- Strong communication skills, both written and verbal, with the ability to interact effectively with both technical and non-technical stakeholders
- Experience working with service management tools and frameworks such as ITIL or similar
- Ability to work under pressure and handle high-priority customer issues with professionalism
What the Service Delivery Manager will receive?
- Up to £60,000
- 10% annual bonus
- Hybrid working
- Opportunity to work on challenging and impactful projects
- Collaborative and supportive work environment
- Opportunities for professional growth and development
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.
