It Service Delivery Manager

6 days ago

Birmingham, United Kingdom Your Next Hire Full time

Job Title: IT Service Delivery Manager (SaaS Solutions) Package: £65k + Flexi-time + Private Healthcare Location: Remote/Nottingham (with some travel required) Overview: We are currently seeking a IT Service Manager on behalf of a leading high-growth SaaS company in the renewables space.
This is a fantastic opportunity for a highly motivated individual to take charge of service delivery and ensure that customer expectations are met and exceeded.
The ideal candidate will have a strong understanding of SaaS solutions, excellent analytical skills, and the ability to drive continuous service improvement while acting as the main point of contact for customer stakeholders.
Company Overview: Our client is a fast-growing technology company, dedicated to providing innovative solutions in the energy sector.
With a focus on delivering exceptional customer experiences, they are looking for a service-focused leader to join their team and help enhance their service delivery capabilities.
Key Responsibilities: End-to-End Service Management: Oversee the delivery of specific SaaS services, ensuring they meet or exceed agreed-upon service levels and KPIs.
Take ownership of Problem Management , identifying potential issues and ensuring they are addressed to minimize impact on service delivery.
Service Performance & Improvement: Use your analytical skills to gain a 360-degree view of the service, identifying performance issues and opportunities for improvement.
Conduct regular capacity reviews to identify bottlenecks and implement proactive solutions.
Service Management Processes: Continuously refine and improve service management processes and procedures to ensure operational efficiency and effectiveness.
Drive initiatives to improve service quality, reliability, and customer satisfaction.
Cross-Functional Collaboration: Work closely with Product, Engineering, and Service teams to identify and implement service improvements.
Support the Incident Manager during major incidents, ensuring rapid resolution and effective communication with customers.
Customer Focus & Communication: Act as the face of the service to customer stakeholders, providing clear, concise communication about service performance, improvements, and incidents.
Build strong relationships with customers and internal teams to foster collaboration and service excellence.
Key Skills & Experience: Proven experience managing and improving service delivery processes in a SaaS or technology environment.
Strong customer focus with a commitment to delivering quality service.
Excellent analytical skills with the ability to interpret data, understand performance metrics, and make informed decisions.
MUST have the ITIL certification Proactive problem solver, with the ability to anticipate and address service issues before they escalate.
Excellent communication skills, able to simplify complex issues and influence senior stakeholders.
Next Steps: If you are a proactive IT Service Manager with a passion for delivering exceptional SaaS solutions and improving service quality, we want to hear from you.
Apply today to join a company that values innovation, customer satisfaction, and teamwork.

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