Service Delivery Manager

Location: Nottingham
Reporting to: Service Desk Manager

Job Purpose:

As a Service Delivery Manager, you will oversee the entire client lifecycle experience, striving to meet and exceed operational metrics while fostering strong internal and external partnerships. Your role will involve identifying and implementing service delivery improvement initiatives that enhance efficiency and elevate the client experience.

Duties and Responsibilities:

Primary Client Interface:
Serve as the main point of contact for senior client stakeholders, managing all operational issues related to service and project delivery.

Service Improvement Plans:
Develop and execute comprehensive service improvement plans to address client issues and consistently exceed expectations.

Client Requirements and Escalations:
Accurately translate client requirements, issues, and escalations within the organisation to ensure clear communication and effective resolution.

Operational Reviews:
Conduct thorough monthly, quarterly, and annual reviews with clients to discuss performance and identify areas for improvement.

Cross-Functional Collaboration:
Work closely with cross-functional teams to pinpoint and implement enhancements for both operational and client efficiency.

Performance Management:
Oversee service and agreement performance, ensuring alignment with client expectations and contractual obligations.

Information Security Compliance:
Adhere to the company’s Information Security Management System (ISMS) and all related policies to maintain high standards of information security.

Qualifications, Knowledge, and Experience:

Essential:

• Proven experience in service delivery management.
• Demonstrable experience in senior-level communication and stakeholder management.
• Commercial experience in managing contractual requirements and ensuring adherence to commitments.

Desirable:

• ITIL certification.
• Experience with SDI or ISO20001 accreditation.
• Knowledge of AGILE project management methodologies.

Why Join Us? 

As a Service Delivery Manager, you will play a pivotal role in shaping the client experience and driving operational excellence. You will have the opportunity to work in a dynamic environment, collaborate with talented professionals, and make a significant impact on both the company and our clients. 

What do I get in return?

• Hybrid Working Options: Balance your work and personal life.
• 25 Days Annual Leave: Plus bank holidays for ample rest.
• Learning & Development: Grow your skills with ongoing training.
• Cycle to Work Scheme & Technology Vouchers: Save on your commute and tech gadgets.
• Enhanced Family Leave: Extra support when you need it most.
• Celebration Day: An additional day off each year for your special occasions.
• Salary Sacrifice Pension: Plan for your future.
• 2 Paid Volunteer Days: Give back to the community with our support.
• Social Events & Competitions: Enjoy team bonding activities.
• Discount & Cashback Scheme: Save on everyday expenses.
• Group Income Protection & Life Insurance: Peace of mind for you and your family.
• EAP & Virtual GP Service: Access health support when you need it.

If you are passionate about service delivery and have a keen eye for continuous improvement, we encourage you to apply and join our team.