Service Delivery Manager

4 weeks ago

Nottingham, Nottingham, United Kingdom Air IT Limited Full time
Service Delivery Manager

Location: Nottingham

Reporting to: Service Desk Manager

Job Purpose:

As a Service Delivery Manager, you will oversee the entire client lifecycle experience, striving to meet and exceed operational metrics while fostering strong internal and external partnerships. Your role will involve identifying and implementing service delivery improvement initiatives that enhance efficiency and elevate the client experience.

Key Responsibilities:

  • Serve as the main point of contact for senior client stakeholders, managing all operational issues related to service and project delivery.
  • Develop and execute comprehensive service improvement plans to address client issues and consistently exceed expectations.
  • Conduct thorough monthly, quarterly, and annual reviews with clients to discuss performance and identify areas for improvement.
  • Oversee service and agreement performance, ensuring alignment with client expectations and contractual obligations.
  • Adhere to the company's Information Security Management System (ISMS) and all related policies to maintain high standards of information security.

Requirements:

  • Demonstrable experience in senior-level communication and stakeholder management.
  • Commercial experience in managing contractual requirements and ensuring adherence to commitments.
  • ITIL certification.
  • Knowledge of AGILE project management methodologies.

What We Offer:

  • Flexible, hybrid working
  • 25 days' annual leave + bank holidays with the option to buy and sell up to 5 days
  • Private medical insurance or the option to buy into scheme
  • Free flu jabs
  • Perks including quarterly and annual staff awards, funded social events, referral bonuses
  • Excellent learning and development opportunities
  • Free fruit and snacks in the offices
  • Barista style coffee machines

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