Service Delivery Manager
3 weeks ago
The Barcode Warehouse Ltd is seeking an exceptional Service Delivery Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our clients and ensuring their needs are met.
Key responsibilities include:
- Managing customer relationships and ensuring service delivery meets or exceeds contractual obligations
- Leading rapid and effective responses to major incidents, including escalation, communication, resolution, closure, and post-incident analysis
- Working with Service Ops to identify and drive the resolution of problems throughout the business, with a view to reducing the number of incidents and improving service delivery
- Continuously looking to enhance service levels, involving both customer and Barcode initiatives to improve customer satisfaction and prevent future issues
- Ensuring the wider Barcode team are aware of the business of our customers and how our Managed Services contribute to their operational success
- Providing expert guidance on customer needs and requirements to the appropriate teams within Barcode and assisting in their training and knowledge
- Establishing relationships and processes to provide accountability, support, and confidence to customer stakeholders
- Ensuring Service Model documentation aligns with contracts and agreements and is regularly reviewed and updated accordingly
- Designing appropriate metrics for reporting on key performance and quality indicators in relation to service management
Requirements include:
- Senior customer support experience (at least 2 years) in a large-scale and diverse environment, with emphasis on the management of problem management processes, escalation procedures, and related disciplines
- Extensive exposure to helpdesk management systems and processes
- Experience in service documentation, including MI reports, service level agreements, service improvement, and action logs
- Highly organized with the ability to plan for short to medium-term objectives
- A commitment to quality standards with a focus on continuous improvement and professional development
- Relationship building - ability to gain and maintain confidence and trust by demonstrating effective and appropriate interpersonal skills with customers, IT, and project-based staff or end users
The ideal candidate will have experience in a service management best practice methodology, ideally ITIL, and a strong understanding of project management principles. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.
Benefits include:
- Additional holidays for length of service
- Employee Assistance Programme
- Company Sick Pay
- Additional leave
- Company events
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
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