Service Delivery Manager

4 days ago

Chorley, Lancashire, United Kingdom Netcentrix Full time

Job Summary

We are seeking a highly skilled and experienced Service Manager to join our team at Netcentrix. As a Service Manager, you will be responsible for leading and managing our support teams to deliver exceptional customer service and exceed customer expectations.

Key Responsibilities

  • Team Management
    • Manage and lead our 1st, 2nd, and 3rd line support teams to ensure a collaborative, productive, and proactive work environment.
    • Recruit, train, and evaluate team members to ensure a high-quality performance cycle and to enable development and growth.
  • Service Delivery
    • Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
  • Managed Service Coordination
    • Provide comprehensive IT management, ensuring proactive monitoring, maintenance, and support aligned with client agreements.
  • Service Level Agreements (SLAs)
    • Monitor and report on agreed SLAs, ensuring all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.

Requirements

  • MSP Management Experience
    • Demonstrated experience and industry expertise in managing a support team within an established IT Managed Service Provider.
  • Technical Proficiency
    • Solid technical background, with the ability to understand and supervise complex IT environments and support requirements.
  • Customer Focus
    • Strong commitment to delivering exceptional customer service, with the ability to understand client needs and provide tailored solutions focusing on technical evolution and continual improvement.
  • Effective and Proactive Service Delivery
    • Demonstrable experience in delivering customer-centric processes and SLAs that focus on the efficiency and productivity of the service, with the ability to review and refine proactive continuous improvement to benefit our customers and processes.
  • Communication
    • Excellent verbal and written communication skills, with the ability to effectively convey information to technical and non-technical stakeholders, including employees, customers, and suppliers.

What We Offer

  • Hybrid Working
  • Enhanced Maternity & Paternity Leave
  • Employee Loyalty Rewards
  • Accredited Investors in People Organisation
  • Regular Company Events
  • Plenty of Scope for Progression and Opportunities for Training
  • Achievement Celebrations & Rewards
  • 25 Days Holiday + Bank Holidays + 1 Volunteering Day
  • Your Birthday Off
  • Medical Schemes and Cycle-to-Work Initiatives
  • Mental Wellbeing and Financial Wellbeing Support

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