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Service Delivery Manager

Location: Hybrid and office based

Competitive Salary: £40,000 - £50,000 DOE

Fantastic Hours: Monday to Friday 09:30 - 17:30

The task at hand:

We are looking for a Service Delivery Manager to join our Service Management department. As our Service Delivery Manager, you will effectively maintain an exceptional client experience and develop strong relationships that ensure revenue retention and growth. You will be responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support.

The Service Delivery Manager will operationally manage the provision of Managed Services for the named customer accounts in line with contractual requirements and financial targets. As well as maintaining a solid understanding of customers’ business objectives and assist in developing customer solutions which support the ongoing growth of the relationship.

You'll be great in this role if you have:

• Minimum 3 years’ experience in a Service Delivery Position in the ICT industry
• Strong ITIL awareness and training to a minimum of V3 Foundation level
• Experienced in delivering outstanding customer service
• Excellent telephone manner
• Excellent skills and experience in relationship management with customers, suppliers, and staff at all levels
• Good communication skills are essential (both written and verbal)
• Strong IT skills and use of programs including Excel, Word, and CRM systems
• Adaptability and initiative
• Ability to work to deadlines and prioritise workload
• A self-motivated and pro-active approach
• Commitment to further professional and personal development
• Ability to work as part of a team and contribute to the overall success of both the Project Delivery department and the organisation
• Logical thinker with an objective approach to work
• Telecommunications experience is desirable

What you’ll be busy doing:

• Conduct regular Service Review meetings with customers ensuring support and service is reviewed
• Provide performance statistics and reporting to customers
• Manage customer expectations
• Ensure that contractual objectives are achieved
• Develop and manage Continual Service Improvement Plans (CSIP)
• Develop and maintain a high level of working knowledge of each customer’s IT organisation and infrastructure
• Maintain a broad base of communication with key players in the customer’s organisation
• Increase customer satisfaction
• Act as the primary interface with the customer, being responsible for all operational issues related to delivery of services
• Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required
• Manage the SLA (Service Level Agreement) between the Company and the Customer
• Manage OLAs and relationships with partners and third-party suppliers
• Creation and implementation of a Service Improvement Plan (SIP) in the event of service issues

Onecom Perks and Benefits:

Agile working: Enabling our people to work where they work best, using our Agile Working Policy

Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year

Birthday Break: Day off for your birthday, during your birthday month

MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks

Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme

Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support

Pension: We offer 9% combined pension contribution

Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support

Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption

Rewards: Quarterly employee reward programme and annual awards

Discounts: Discounts on tech + 3000 retailers through our Onecom Extras portal

Referral Incentive: You’ll receive a bonus for each successful friend or family member you refer

Socials: Work hard and play hard with our all-expenses paid company events and parties

Foundation: Get involved in fundraising activities and events for our Charity partners

Academy: Limitless professional development with access to our in-house training academy

Who we are

Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.

We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.

We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.