Service Delivery Manager

Service Manager (Managed Services) Onsite at client in Bradford 3 times per week A Bit About Us At Gamma, we're more than just a leader in Unified Communications as a Service (UCaaS) – we're a dynamic, forward-thinking team, revolutionising the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we're expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. Who are we looking for? Gamma are providing a managed service for Morrison's to support their LAN, WAN, Data and security services. We're seeking a proactive and relationship-driven Service Manager to join our Customer Service (Enterprise Markets) team, dedicated to our key account with Morrisons. Based in Bradford with a hybrid working pattern, you'll be the trusted face of Gamma, working on client site, building strong partnerships and ensuring we consistently exceed service expectations. If you thrive in a fast-paced customer focused environment, have a passion for continual improvement, and are ready to immerse yourself in the customer's world, we'd love to hear from you. What will you be doing day-to-day? Acting as the primary service lead for a key customer account, ensuring all contractual service elements are achieved and exceeded. Building robust relationships with senior customer stakeholders, working from the customer's Bradford office at least three days per week. Monitoring and improving service delivery, identifying and resolving issues, and leading continual service improvement initiatives. Serving as a key escalation point for customer issues, problems, and complaints, and collaborating closely with the Service Desk. Producing high-quality documentation and presenting at regular meetings with both customer and Gamma stakeholders. Working cross-functionally with internal teams to address operational defects and drive improvements. Supporting cost control and growth opportunities, and ensuring all activities are tracked in CRM/ITSM systems. Promoting Gamma's values and delivering superior customer service at every opportunity. What You'll Need Demonstrable experience in ITIL-based Service Management and best practices Excellent problem-solving, decision-making, and communication skills. Ability to influence and manage relationships with senior stakeholders, even without direct line management. Financial awareness and experience in contract management and cost control. Experience with Service Now or Salesforce CRM, network monitoring tools (e.g., Highlight, SolarWinds), and telecoms/data products. A proactive, results-driven approach, with resilience, adaptability, and a keen eye for detail. A-Levels (or equivalent) and relevant Service/Operational Management qualifications (degree or management qualifications desirable). Understanding of the retail sector, including manufacturing and logistics, is a plus A background in data and telecoms products and services is a must for this role, enabling you to effectively represent Gamma with this key customer We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you'll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. What do we offer you? At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. Family matters, too. With enhanced maternity and paternity pay, we're here to support you as a parent and help you thrive in your career. We offer a contributory pension plan to help you save for the years ahead, with Gamma's contribution varying dependant on yours. Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. We want you to share in our success. That's why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma's growth. We're committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family.. And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably. A few things to note Unfortunately, we can't offer visa sponsorship or relocation support for this role. If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma. For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We're not looking to increase that network currently, so please don't send speculative CVs.