Base pay range
Service Delivery Manager - London
Job Title: Service Delivery
Location: London
Job Type: Full-Time
Job Summary
We are looking for a dynamic and results-oriented IT Service Delivery Manager with a proven track record of successfully overseeing the delivery of high-quality IT services and solutions. Seeking a challenging role where you can leverage your leadership skills, technical expertise, and strategic mindset to drive operational excellence, optimize service delivery processes, and exceed client expectations in a dynamic and fast-paced environment.
What will your day to day look like?
* Monitoring and coordinating IT service desk functions to ensure optimal service for our clients.
* Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis.
* Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
* Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
Managing clients
* Hold monthly, quarterly, and biannual reviews with key stakeholders.
* Run reports to measure success against client KPI's and SLA's and analyse data to inform Quarterly Business Reviews (QBR) and Service Reviews.
* Create and run ad-hoc reports to provide client status information for QBRs.
* Continuously deliver reporting improvements, minimising manual effort and maximising the use of reporting tools.
* Create high quality client-facing reports and deliver them to key stakeholders.
Efficiencies
* Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders.
* Analyse third-party as well as internal processes, and create strategies for service delivery optimisation.
* Identify recurrent tickets and assist in minimising their frequency.
* Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information.
Requirements
* Minimum of 3 years of MSP experience and service delivery experience.
* ITIL Qualified.
* Strong customer service skills.
* Ability to present to external clients.
Benefits
* 23 Days + birthday off.
* BUPA Cash Plan.
* 50% Flexible working.
* Work from Home Allowance.
* Charity days off (2 days a year).
* Training by professionals and courses funded.
* 3 Social events a year.
About Us
T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day‑to‑day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we keep UK business up and running, resolve problems quickly, provide personal attention and reliable IT support. Our business focuses on six areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications. Our values are core to who we are; we promote and live them in all areas of our work to give our team and our clients the best experience of T-Tech: Service Centric, United, High Standards, Agile.
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