Service Delivery Manager

1 day ago

Chorley, Lancashire, United Kingdom Netcentrix Full time
Job Description Role:

As a Service Manager at Netcentrix, you will be responsible for leading and inspiring our team of 1st, 2nd, and 3rd line support engineers to deliver a world-class customer experience.

The role involves managing our support teams, ensuring swift and effective resolution of technical issues, and continuously driving improvements in our service processes.

Key Responsibilities:
  • Manage our 1st, 2nd, and 3rd line support teams, recruiting, training, and evaluating team members to ensure high-quality performance.
  • Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
  • Provide comprehensive IT management, ensuring proactive monitoring, maintenance, and support aligned with client agreements.
  • Monitor and report on agreed Service Level Agreements (SLAs), ensuring all support activities meet or exceed these agreements.
  • Demonstrate experience and industry expertise in managing a support team within an established IT Managed Service Provider.
  • Develop and implement customer-centric processes and SLAs that focus on efficiency and productivity of the service.
What We Offer:
  • Hybrid working
  • Enhanced Maternity & Paternity Leave
  • Regular company events
  • Plenty of scope for progression and opportunities for training – technical and management
  • 25 days holiday + bank holidays + 1 volunteering day
  • Your Birthday off
  • Medical schemes and cycle-to-work initiatives
  • Mental wellbeing and financial wellbeing support

We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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