Senior Service Delivery Manager

4 weeks ago


Sevenoaks, Kent, United Kingdom New Appointments Group Full time
Job Description

We are seeking a highly skilled Senior Service Delivery Manager to join our team at New Appointments Group. As a key member of our organization, you will be responsible for establishing and maintaining high standards for service delivery processes and procedures.

The ideal candidate will have extensive management experience in service delivery roles, with a strong understanding of business finance principles and the ability to analyse financial data to inform strategic decisions.

Key responsibilities include:

  • Establishing and maintaining high standards for service delivery processes and procedures.
  • Nurturing strong relationships with clients, ensuring satisfaction and needs are met.
  • Implementing strategies to increase customer satisfaction and address any issues.
  • Developing suitable strategies to ensure the company remains relevant to the market.
  • Setting, monitoring and maintaining compliance with service KPIs.
  • Managing complaints with appropriate escalations and highlighting high-risk concerns.
  • Guiding, supporting and developing team members to deliver exceptional services.
  • Ensuring all service-related payments are invoiced and collected promptly.
  • Overseeing the processing of customer orders to ensure timely deliveries of goods.
  • Working closely with internal teams and logistics partners to ensure smooth deliveries.
  • Maintaining the ERP system, reducing waste and enhancing productivity.
  • Occasionally visiting clients or attending internal meetings to address any concerns.

The requirements for this role include:

  • A degree in Business Administration, Management or a relevant subject area.
  • Extensive management experience in service delivery roles.
  • Management certification, e.g. ILM/CMI.
  • Experience in managing internal teams and external stakeholders.
  • High numerate/literate with a strong understanding of business finance principles.
  • Ability to analyse financial data to inform strategic decisions.
  • Ability to communicate at a variety of levels and with diverse groups.

Please note that this position is only suitable for candidates who are already able to live and work in the UK without restriction. No relocations please.



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