Service Delivery Manager Home Based · Fully Remote

1 month ago

Wilmslow Cheshire, United Kingdom Nasstar Full time

WE’RE RECRUITING

As one of the UK’s fastest growing MSPs, we’re on the lookout for Service Delivery Managers

Location: Home-based with adhoc travel to client sites when required (UK Only)

Salary: Competitive base + benefits

Job Type: Permanent

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

About the Role

The Service Delivery Manager is a key contributor within the service management function. Through excellent client engagement skills, they will develop a strong relationship focusing on the Customers, Service, SLAs, Risk Management and process with reference to ITIL principles, ensuring the success of the service provided and customer retention for their portfolio of accounts.

Working with internal and customer stakeholders, baseline and track KPIs to manage the success of the service to deliver continuous service improvement throughout the life cycle of the customer’s contract.

Responsibilities:

Service Management – Ensure that the service delivered successfully matches the objectives of the contract. Report to both the customer and internally through the established service review process identifying success, areas for improvement and areas of risk.

Customer engagement – Establish clear and professional relationship with the customers key stakeholders. Whilst acting as the voice of the customer, seek mutually acceptable resolution for issues raised.

Communication - Act as the senior point of escalation regarding service issues that affect the smooth operation of the relationship.

What we are looking for:

A proven track record of managing customer relationships at all levels in a direct customer facing role.

Managed issue and problem resolution in a complex environment.

Performance managed the delivery of a successful service through the use of SLAs, KPIs, proactive intervention and regular Service Review with key stakeholders.

Protected the customer and the service provider through effective Risk Management in a complex environment.

Demonstrable exposure to Cloud, Azure and / or Communication technology sectors.

Previous experience beinginvolved in the contract / renewal process

Account management experience

What you can expect from us:

At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

  • 25 days’ holiday (excluding bank holidays)
  • Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
  • Virtual working – we practice what we preach and empower our people to work remotely
  • Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
  • 4x annual salary life assurance
  • Health cash plan
  • Retail discounts and other perks from major brands

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.

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