Service Delivery Manager - Bristol - £36,000
Service Delivery Manager - Bristol - £36,000
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Service Delivery Manager
Position Overview
Location: Bristol Office
Reports to: Director of Support Services
Role Purpose
We are seeking a Service Manager to join our client's team, responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations. The intention for this position is to create a positive, collaborative customer journey from bid to service delivery execution.
Key Accountabilities
Customer and Stakeholder Relationship Management
* Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs
* Align with customer expectations to ensure a shared understanding of service delivery goals
* Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs
* Deliver high-quality service and support while adhering to company processes and standards
* Contribute to the overall success of the department and provide support in other areas as needed
Ownership and Initiative
* Serve as an escalation point, responding promptly and effectively to service alerts and issues
* Proactively mitigate potential or actual service disruptions, ensuring swift resolution
* Support customer onboarding for service-specific requirements – inclusive of process creation
* Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction
* Develop and refine service processes, identify areas for improvement, and contribute to solution development
Service Reporting and Analysis
* Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement
* Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions
Essential Knowledge, Skills and Experience
Service Management
* Proven experience in implementing service improvement initiatives and maintaining high service quality standards
* Strong understanding of ITIL4 practices and their practical implementation
* Excellent presentation skills with the ability to effectively communicate information to various audiences
Customer Service
* Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs)
Problem Solving
* Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions
Communication
* Exceptional verbal and written communication skills
* Strong organisational and planning abilities, including meeting governance management
* Adept at building relationships and influencing stakeholders with credibility and confidence
* Ability to challenge existing approaches constructively while fostering trust through experience and personal style
What Our Client Offers
This is an excellent opportunity to join a growing organisation where you can make a real impact on service delivery and customer satisfaction. You'll be working in a collaborative environment with opportunities for professional development and career progression.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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