Service Delivery Manager – Take Your Career to the Next Level!
At Convergence Group, we've spent 20 years building a business that puts customers first. Our mission? To provide ‘Connectivity as a Service' (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry. As our Service Delivery Manager, you'll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.
Your Role: Make a difference every day!
You will act as the voice of the customer within Convergence Group.
Lead service performance reviews and drive Service Improvement Plans when needed.
Keep your customers happy and coming back for more! Stay ahead with regular meetings and calls, building stronger relationships, boosting satisfaction, and driving growth effortlessly.
Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement.
Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high.
Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities—driving more value for customers while strengthening partnerships!
What You'll Bring:
5+ years' experience in a customer service role managing B2B customer relationships in IT, Telecoms, or Infrastructure.
Experience of managing customer service in the delivery of Lan, Wan, Wifi or Security solutions.
Strong emotional intelligence to build meaningful and successful relationships.
Experience as a customer advocate and internal champion.
Proven track record in customer satisfaction, reporting and service improvement planning.
Excellent verbal and written communication skills – you make complex things simple.
Proficiency in Zoho CRM, and ServiceNow (or similar tools).
Strong time management and organisation skills to juggle multiple priorities.
Ability to pass BPSS and other clearances.
What's in It for You?
Salary: £45,000 - £65,000
Time off: 33 days holiday (including bank holidays).
Enhanced benefits: pension, private medical, income protection & life assurance.
Work-life balance: flexible core hours & hybrid working (3 days in Solihull office).
Career development: structured learning and growth opportunities.
Dog-friendly office – yes, really!
Who Are Convergence Group?
At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in Wan, Lan, WiFi and Security solutions we stand out by revolutionising infrastructure management – making it seamless so our customers can focus on what matters most. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.
Ready to Make an Impact?
If you're driven, customer-focused, and ready to take your service delivery career to new heights, apply now and be part of a company that's redefining connectivity solutions!
Join Convergence Group – Where Customer Service Drives Everything We Do!
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