Service Delivery Expert

3 weeks ago


Hemel Hempstead, United Kingdom Connexa Technology Limited Full time

About the Role

We are seeking a highly skilled Service Delivery Expert to oversee efficient service delivery across multiple locations. This office-based role in Hemel Hempstead involves coordinating team efforts, standardising processes, and ensuring that service performance aligns with organisational goals.

The ideal candidate will bring ITIL certification and a background in managing service delivery across multi-site operations, with an emphasis on adherence to SLAs and promoting continuous improvement.

Key Responsibilities:

  • Lead and manage service delivery teams across locations, including service desk operations.
  • Ensure timely and effective customer issue resolution, meeting established SLAs and OLAs.
  • Develop and enforce standardised procedures for consistent service delivery.
  • Regularly monitor and analyse performance metrics to identify areas for improvement.
  • Manage SLA breaches, implementing corrective actions to prevent future occurrences.
  • Act as the primary escalation point for customer issues, providing prompt resolutions.
  • Foster a supportive team culture, encouraging productivity and high morale.
  • Maintain accurate documentation of service processes and procedures.
  • Build strong customer relationships, ensuring a high level of satisfaction.
  • Conduct site visits to ensure compliance with company standards.
  • Provide training opportunities for team members to support their professional growth.

Essential Skills and Qualifications:

  • Minimum 5 years of experience in service delivery management or similar roles.
  • Proven track record managing service desks across multiple sites.
  • Strong leadership, communication, and team management skills.
  • Proficient in support software, with expertise in SLA management and performance analysis.
  • Exceptional customer focus and problem-solving skills, with the ability to manage challenging situations.
  • Analytical abilities for interpreting performance data and conducting root cause analysis.

Estimated Salary: £55,000 - £65,000 per annum



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