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Service Delivery Manager About the role Our Service Delivery Manager will be responsible for overseeing the delivery of services to our clients, ensuring high levels of customer satisfaction. Your key tasks and responsibilities will include: Leading the team to deliver an outstanding service, ensuring client expectations are always met or exceeded Building and maintaining strong, long lasting client relationships Coordinating and leading monthly, quarterly, and annual service review meetings in accordance with SLAs and service schedules Monitoring performance against SLAs on a daily/monthly basis and driving performance through effective reporting Identifying opportunities for service improvement and working with the Head of Service to implement new processes and initiatives Identifying potential risks related to service delivery and implementing appropriate mitigation strategies by working with key individuals within the business. The above is not an exhaustive list of duties and you may be expected to perform different tasks as necessary to meet the overall business objectives of the organisation. About you To be successful in this role, you will need: Previous experience in a service delivery management position, preferably within a retail or technology environment A strong understanding of IT service management and delivery frameworks such as ITIL Proficiency in creating and delivering customer-oriented presentations and communications Excellent communication, influencing, and negotiation skills, with the ability to work collaboratively and lead teams effectively Flexibility with proven ability to work in a high pressure, deadline driven environment Commitment to driving a culture of continuous improvement, innovation, and learning Excellent problem solving skills and attention to detail An ITIL qualification is preferred but not essential.
Are you a dynamic leader with a passion for service excellence? SMT GB, based at Duxford, is looking for a talented Service Delivery Manager to join our team and drive success in service operations. This role is being offered with a highly competitive base salary plus benefits which include Bonus, Electric Vehicle Car Scheme/cash allowance, Pension, Bupa, 33 days holiday including bank holidays. Responsibilities: Directing and communicating effectively with our dedicated team to ensure they meet contractual obligations with precision. Managing service delivery in our area to ensure top-notch performance. Nurturing and enhancing customer relationships to foster long-term loyalty. Upholding stringent health and safety standards across the department and workshop. Ensuring meticulous maintenance of our CRM system for streamlined operations. Handling customer complaints promptly and ensuring expectations are not just met but exceeded. Monitoring and ensuring the achievement of Key Performance Indicators (KPIs) to maintain exceptional standards. Taking charge of hiring, training, and developing both new and existing staff members. Personal Skills & Experience Required: The ideal candidate will have experience as a branch manager, with a track record of overseeing various functions within a site and managing staff across different roles. Previous experience in workshop management within industries such as Plant, Agriculture, Mining, or Vehicles. Experience with OEMs would be advantageous. Demonstrated management or supervisory experience, preferably leading teams of at least 10 individuals. Possession of an NVQ Level 3 or equivalent qualification in Construction, HGV, Plant, or Agriculture would be beneficial. We are Services, Machinery and Trucks (SM) GB and are an internationally recognised market-leading distributor of Volvo Construction Equipment. SMTGB prides itself on being an equal opportunity employer. We look forward to welcoming you to the team! If you're ready to take on a challenging yet rewarding role in service management and contribute to the success of a leading organization, we want to hear from you! Join SMT GB and be part of a team that's committed to excellence in service delivery. Apply now and embark on a fulfilling career journey with us!