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Service Delivery Manager
Sheffield + Home working
Up to £55,000
Your new role
Ensuring exceptional levels of client and customer satisfaction through effective management and continuously improving support processes. The role involves strategic planning, team leadership, and collaboration with other departments to meet the wider Operations Department's strategic objectives.
Responsibilities
Oversee service delivery and ensure an excellent delivery of outcomes for clients in area of responsibility i.e. either first line or second line.
Fostering a customer-first culture and ensuring our support teams deliver first-class service to our clients.
Accountable for dashboard reporting of ticket performance ensuring the business is updated on trends and insights across the client and it's customer case
Support and responsible for Incident Management processes (including out of hours support).
Responsible for the adherence of Zendesk ticket system
Responsible for highlighting any knowledge base article gaps and creation of new content in the system to drive self-service opportunities in Zendesk.
Ensure all KPI's are met, and client SLAs are correctly reported on and monitored for trend analysis
Liaising closely with the Client Account Management and CSM's when issues occur ensuring communication is robust and clear at all times.
Management of the handover process for new clients and sites into the service delivery function.
Managing and coaching performance of the team through performance reviews as required.
Line Management related duties (1:1s, appraisals, rota management, H&S risk assessments, recruitment etc).
Experience needed
Proven managerial experience leading teams in a fast-paced technical support environment.
Extensive experience in service desk operations at both entry and advanced levels.
Demonstrated accountability and ownership in decision-making.
Experience in client management and relationship building.
Experience with incident management and resolution.
Proven ability to meet and exceed SLA and KPI targets for teams and clients and experience reporting on these.
Experience in team development, mentoring, and performance management.
Expertise in process creation, improvement, and implementation.
Strong data analysis skills to drive informed decision-making.
In-depth knowledge of IT operating systems and service management best practices.
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