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Job title:
Service Delivery Manager
Location:
Gloucester
Region covered:
UK and Europe
Reports to:
Head of Operations
Direct reports:
Service Desk Manager, Technical Lead, Project Coordination Lead
The Role
As the Service Delivery Manager, you will manage, educate, and enhance the operational service delivery of the Technology team, including the Service Desk and Onsite Support Engineers, ensuring high standards of practice. You will build client relationships with GBE Converge's customer base, consult on support services, and manage the service delivery teams, fostering their skills through development, training plans, and appraisals.
Duties and Responsibilities
1. Building and maintaining effective relationships with stakeholders, especially with the Technology Sales and Projects Teams.
2. Overseeing the professional development of the Technology service team to build a motivated, high-performing group.
3. Leading and managing the Technology Service team, setting performance targets aligned with organizational goals.
4. Ensuring team members are aligned with the company's strategic objectives, mission, and vision.
5. Facilitating effective team briefings and communication channels across the business.
6. Managing customer complaints and issues, ensuring swift resolution.
7. Creating partnerships with clients to understand their needs and minimize service misses.
8. Monitoring and exceeding service levels to meet contractual specifications cost-effectively.
9. Supporting the Service Desk to meet budgeted targets.
10. Reviewing processes for operational efficiency.
11. Ensuring proper usage of tickets/PDA and vehicle maintenance in line with company procedures.
12. Auditing timesheets and analyzing data to verify site times.
13. Conducting service and performance reviews with clients.
14. Providing client reports on service levels and KPIs/SLAs.
15. Supporting sales efforts for contracts and site surveys.
16. Covering for the Technology Project Manager when absent.
17. Analyzing KPI data to improve efficiency and reduce costs.
18. Managing overtime effectively and ensuring it is charged appropriately.
19. Proactively managing team performance and attendance, including toolbox talks, 121s, and PDRs.
20. Coaching team members to improve technical capabilities and performance.
21. Assisting with audits and ensuring compliance with safety and quality standards.
22. Ensuring PPE and uniform compliance.
23. Implementing actions to protect the business and ensure compliance with standards such as ISO, Cyber Essentials, etc.
Additional duties may be assigned as required, within the individual's capability and role responsibilities.
Person Specification
Essential
* Experience in the industry with related technologies.
* Advanced MS Excel skills.
* Strong people management skills, including influencing, coaching, and mentoring.
* Ability to challenge and analyze information.
* Experience in achieving and driving performance metrics.
* Excellent organizational skills for managing multiple priorities.
* Resilient, proactive, and adaptable to change.
* Excellent communication skills, including presentation delivery.
* Good knowledge of MS Office products.
* Attention to detail and problem-solving skills.
Desirable
* Experience in service delivery operations.
* Experience with client contract P&L reporting.
* Microsoft Certifications.
* Experience with Connectwise or similar software.
* Networking certifications such as CCNA.
* ITIL or equivalent.
* Prince2 or similar project management certifications.
We are an equal opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business need.
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