Information Technology Service Delivery Manager
2 weeks ago
Job Title: IT Service Delivery Manager (SaaS Solutions)
Package: £65k + Flexi-time + Private Healthcare
Location: Remote/Nottingham (with some travel required)
Overview:
We are currently seeking a IT Service Manager on behalf of a leading high-growth SaaS company in the renewables space. This is a fantastic opportunity for a highly motivated individual to take charge of service delivery and ensure that customer expectations are met and exceeded. The ideal candidate will have a strong understanding of SaaS solutions, excellent analytical skills, and the ability to drive continuous service improvement while acting as the main point of contact for customer stakeholders.
Company Overview:
Our client is a fast-growing technology company, dedicated to providing innovative solutions in the energy sector. With a focus on delivering exceptional customer experiences, they are looking for a service-focused leader to join their team and help enhance their service delivery capabilities.
Key Responsibilities:
End-to-End Service Management:
- Oversee the delivery of specific SaaS services, ensuring they meet or exceed agreed-upon service levels and KPIs.
- Take ownership of Problem Management , identifying potential issues and ensuring they are addressed to minimize impact on service delivery.
Service Performance & Improvement:
- Use your analytical skills to gain a 360-degree view of the service, identifying performance issues and opportunities for improvement.
- Conduct regular capacity reviews to identify bottlenecks and implement proactive solutions.
Service Management Processes:
- Continuously refine and improve service management processes and procedures to ensure operational efficiency and effectiveness.
- Drive initiatives to improve service quality, reliability, and customer satisfaction.
Cross-Functional Collaboration:
- Work closely with Product, Engineering, and Service teams to identify and implement service improvements.
- Support the Incident Manager during major incidents, ensuring rapid resolution and effective communication with customers.
Customer Focus & Communication:
- Act as the face of the service to customer stakeholders, providing clear, concise communication about service performance, improvements, and incidents.
- Build strong relationships with customers and internal teams to foster collaboration and service excellence.
Key Skills & Experience:
- Proven experience managing and improving service delivery processes in a SaaS or technology environment.
- Strong customer focus with a commitment to delivering quality service.
- Excellent analytical skills with the ability to interpret data, understand performance metrics, and make informed decisions.
- MUST have the ITIL certification
- Proactive problem solver, with the ability to anticipate and address service issues before they escalate.
- Excellent communication skills, able to simplify complex issues and influence senior stakeholders.
Next Steps:
If you are a proactive IT Service Manager with a passion for delivering exceptional SaaS solutions and improving service quality, we want to hear from you.
Apply today to join a company that values innovation, customer satisfaction, and teamwork.
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