Job Description
Job Title: Service Delivery Manager
Location: Remote with Client Visits - UK
Salary: GBP 45000
Industry: IT Managed Services
What do we want? - We're looking for an experienced Service Delivery Manager to join our team in the MSP industry. The role will involve managing a team of engineers, ensuring high quality customer service, and building relationships with clients.
Key Purpose - The primary role of the division is to provide excellence in management and support for the entire manged service client base, to ensure that all customer satisfaction / experience leads to annuity, contract renewals, and growth.
Responsibilities:
* Provide guidance and support to engineers and technical staff
* Monitor and report on customer service levels
* Manage customer escalations and complaints
* Develop and implement best practices for service delivery
* Ensure customer service levels meet or exceed contractual requirements
* Develop and maintain relationships with key stakeholders
* Ensure the team is working to the highest of standards
* Identify areas of improvement and address these promptly
* Analyse customer feedback and develop strategies to enhance customer satisfaction
Criteria
* Proven experience as a Service Delivery Manager in a similar industry
* Experience managing a team of engineers
* Knowledge of service delivery models and best practices
* Excellent communication and customer service skills
* Strong problem-solving skills
* Ability to work in a fast-paced environment
* Strong understanding of IT systems and networks
* Excellent organisational skills
* Experience working within the ITIL Framework with accreditation
* Understand and have experience with ISO2000
If you feel you possess the necessary skills and experience for this role, please apply for immediate consideration and interview. Please contact us for further details about the role.
Please click to apply for the position, or send your CV to - ( thomas . craig ) @ Intechnologygroup . com )
Keywords: Service Delivery Manager, MSP, IT Systems, Networks, Customer Service, Customer Escalations, Problem Solving, Service Delivery Models.
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.