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Service Delivery Manager

2 weeks ago

Manchester, United Kingdom ePlus inc. Full time $40,000 - $80,000
Overview

Are you passionate about delivering exceptional customer experiences and driving operational excellence? Join our team as a Service Delivery Manager, where you'll play a pivotal role in ensuring the success of our Managed Services customers.

YOUR IMPACT

The essential functions of this position include:

  • Own the Customer Relationship: Manage a portfolio of strategic customers, serving as their trusted advisor and primary point of contact.
  • Drive Service Excellence: Oversee end-to-end service delivery, ensuring performance meets or exceeds customer expectations.
  • Lead with Impact: Collaborate with cross-functional teams to resolve complex issues, implement best practices, and continuously improve service quality.
  • Shape the Future: Identify opportunities for innovation and growth within your accounts, helping customers maximize the value of our solutions.
  • Champion Continuous Improvement: Drive initiatives that enhance resilience, customer satisfaction, revenue collection, and cost efficiency.
  • Execute Strategic Programs: Lead formal work programs aligned with business and customer objectives.
  • Optimize Productivity: Leverage information systems and review structures to achieve measurable efficiency gains.
  • Build Strong Relationships: Foster collaboration across internal teams and cultivate trusted partnerships with customers.
  • Own the Customer Experience: Serve as the primary point of contact for managed services delivery, ensuring seamless onboarding and ongoing success.
  • Drive Business Reviews: Lead monthly, quarterly, and semi-annual Service Business Reviews (SBRs) to maintain alignment and transparency.
  • Resolve Complex Challenges: Provide expert problem management, including root cause analysis and corrective action planning.
  • Enable Growth: Identify and maximize account growth and up-sell opportunities within your portfolio.
  • Ensure Smooth Transitions: Facilitate internal handoffs for non-managed services and support account reconciliation processes.
  • Engage Customers Regularly: Host go-live meetings, deliver start-of-service letters, and maintain consistent communication through regularly scheduled cadence.
  • Additional Responsibilities: Perform other duties as assigned to support business success
QUALIFICATIONS

  • Education & Certifications:

    • Bachelor's degree and/or related experience
    • ITIL v3 Foundations of Service Management preferred
    • CCNA certification is a plus, but not required

  • Experience:

    • 3+ years of experience in a client-facing role with a strong focus on service delivery
    • Previous experience in an IT Managed Services environment
    • Strong proficiency with Microsoft Suite (Word, Excel, PowerPoint, SharePoint, Outlook)
    • Experience with Service Now or other ticketing platforms

  • Skills:

    • Deep operational knowledge of service delivery management
    • Systems and IT literacy, including Networking, Business Communications, Security, Wireless, SAN, and Server Management
    • Exceptional communication and relationship-building skills
    • Strong customer focus with a track record of delivering outstanding service
    • Ability to work independently and thrive in a fast-paced, collaborative environment
    • Passion for continuous improvement and customer success
    • Strong focus on both customer and employee development
    • Ability to maintain composure and professionalism when handling customer escalations and satisfaction issues, ensuring timely resolution and positive outcomes.
POSITION SPECIFICS The initial base salary range for this position is expected to be between $40,000 and $80,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure includes variable pay through commissions based on individual sales performance. This means your earning potential can substantially increase based on your sales achievements. ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program, and various paid time off benefits such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

CORPORATE VALUES

Respectful communication and cooperation:  We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation:  Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work. 

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