Service Delivery Manager

Permanent Service Delivery ManagerLocation: Nottingham (Accessible via public transport) Salary: £30,000 - £35,000 (Depending on Experience) Hours: 37.5hrs Monday - Friday Role Overview: As a Service Delivery Manager, you will be responsible for overseeing the delivery of services to clients, ensuring that all services are delivered efficiently, on time, and meet the expected quality standards. You will work closely with internal teams and clients to identify needs, solve problems, and drive continuous improvements. This role requires excellent communication, leadership, and problem-solving skills to manage both client expectations and operational performance. Previous experience within the technology, IT or Software industry would be desirable! Key Responsibilities: - Lead the day-to-day service delivery operations to ensure seamless, high-quality service for clients. - Build and maintain strong relationships with clients, understanding their needs and providing solutions. - Manage the end-to-end service delivery process, including planning, execution, and continuous improvement. - Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), ensuring adherence to agreed standards. - Manage service incidents, escalations, and problem resolution to minimize service disruption. - Work with cross-functional teams (technical, support, account management) to ensure alignment and effective service delivery. - Develop and implement strategies to improve service quality and client satisfaction. - Prepare and deliver regular service reports and updates to clients and senior management. - Provide leadership and guidance to the service delivery team, fostering a culture of collaboration, accountability, and high performance. - Act as the primary point of contact for client feedback, concerns, and requests. - Drive continuous service improvement initiatives to enhance efficiency and client satisfaction. Skills & Experience: - Proven experience as a Service Delivery Manager or in a similar role within a service-driven environment. - Strong understanding of service delivery models, service management frameworks (ITIL), and continuous improvement methodologies. - Exceptional communication, negotiation, and interpersonal skills. - Ability to manage multiple priorities and deliver results in a fast-paced environment. - Strong problem-solving skills with a proactive approach to issue resolution. - Experience working with SLAs, KPIs, and performance metrics. - Leadership experience, with the ability to motivate and inspire teams. - Relevant certifications (e.g., ITIL Foundation) are a plus. What We Offer: - Competitive salary and benefits package. - Opportunity to work with a leading company in the industry. - A collaborative and supportive work environment. - Career growth and professional development opportunities. If you're passionate about delivering exceptional services and want to be part of an innovative team, we'd love to hear from you!