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Service Delivery Manager

Service Delivery Manager (IT & Telecoms)


Up to £40,000 pa

The Company:

My client has been strengthening business communications for UK SMEs for almost 20 years.

With a product portfolio that covers a range of managed services (including telephony, business internet, IT services, cybersecurity and cloud infrastructure) they provide all the features their customers need to work as efficiently.

They deliver communication solutions to allow people to work exactly how, and where they want to.

The Role:

I am looking for an outstanding Service Delivery Manager to join my client's team in Stafford in the North West.

This is an exciting opportunity for an experienced manager to join a well-established organisation, you will be focused on delivering excellent customer service and will have excellent people management skills and the ability to support a team of IT engineers to ensure that high standards of service are achieved.

As a Service Delivery Manager, you will be supporting and managing a small team of Engineers and Customer Service Specialists who provide quality support.

You will ensure that excellent levels of technical support and customer service are provided across the organisation and will liaise with the Sales Managers to ensure that there is a seamless journey for customers.

Working in a customer focused environment you will be able to manage multiple workflows at any one time.

You will be responsible for instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents; conducting evaluations on core metrics such as logged calls and resolution times; and managing and coordinating urgent and complicated support issues

You will be responsible for process and service improvements and managing major incident processes from start to completion.

You will lead, motivate, train and coach your Customer Service Specialists and Engineers, while also part