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.