Service Delivery Manager - UK

Job description

Service Delivery Manager

As a service delivery manager, you identify a client’s needs, oversee, and manage the services Infradata delivers to its customers. The foundation of this position is to provide consistently high levels of customer service throughout the service chain. This is typically a full-time role and can be carried out in several different customer industries and/or organizations.

Service delivery managers work together with all employees within the service department. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.

Job purpose summary

You have a highly visible role within a business that is continuously growing. You understand our clients’ business needs and act as the key communication point. This includes the coordination of activities for the different services that Infradata provides to its customers (Break-fix, Managed Services and Security solutions). Furthermore, you manage service-related issues by providing pro-active measures and recommendations.

A key part of the role of a service delivery manager is to establish and improve processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience in every step of the service customer journey.

You develop yourself and keep your knowledge up to date about the business and the network of the customer. To do this, you work closely with skilled engineers, architects and an operations management team spread across Europe. We serve market leaders in the telecom, service provider and enterprise market.

Job requirements

To be successful, you will have the following knowledge, skills and experience:

Role & Job requirements

  • A proven track record with a minimum of 3 years’ experience, working within an IT environment (preferably within an internet service or cloud networking provider)
  • ITIL certification; preferably ITIL v4 with and specialist certification would be advantageous
  • IT knowledge/experience; preferably: networking, managed services and/or security
  • Understanding of onboarding new customers
  • Experience in identifying up-sell opportunities
  • Manage incidents (P1/P2)
  • ability to build rapport with internal and external 
  • Reporting to management and customers (SLR)
  • You are a team player, eager to learn and work well under pressure
  • You have the ability to work on your own initiative, adapt quickly and act decisively
  • You understand the importance of exceptional customer service
  • You are fluent in English with excellent communication skills, both written and verbal

Our offer:

The opportunity to work in one of the fastest-growing and award-winning IT companies in the UK where we invest heavily in our people, office environment and business tools.

    You will receive the following:

    • Personal development (we enable you to study and develop yourself)
    • Opportunity to work with leading companies, partners and vendors
    • Excellent remuneration package
    • Pension scheme, private health care and death in service benefit
    • 23 days holiday which increases by 1 day after each year of service until 25 days is reached and
    • A chance to work in a team with extraordinary driven and intelligent colleagues

    How to apply:

    Apply directly via the application button “Apply Now” and submit your CV and cover letter to Rachel Geere.