Service Delivery Manager | Reigate (Hybrid)
Job Specification
Job title
Job title Service Delivery Manager (SDM) – Business South
Base location Reigate
inTEC brand
inTEC brand inTEC BUSINESS
Job type
Job type Hybrid
Hours per week 37.5
Annual leave
Annual leave 22 days, increasing with level of service
Reports to
Reports to Head of Service Delivery
Hello, we are inTEC
Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.
We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.
We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.
Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business.
Role Profile
* The Service Delivery Manager (SDM) is a significantly customer facing role that ensures customers have a local and dedicated point of contact regarding ongoing service delivery for inTEC Business South.
* The SDM is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations, leading the client relationship for service. Alongside the Account Manager the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.
* The SDM is expected to ensure that all aspects of the contractual obligations for their allocated customer(s) are understood by all areas of the business responsible for delivering all or any aspects of the service components. The SDM will ensure that should failures in meeting obligations arise, or service failures occur, that the appropriate corrective action is implemented to restore service.
* The role requires travel to meet face to face with the customer and their subject matter experts.
* Client relationship, management, and communication with customers to ensure that services delivered meets or exceeds the standards required as specified within the service contract.
* Leading rapid and effective responses to major incidents including escalation, communication, resolution, closure, and post incident analysis.
* Work with Service Desk to identify and drive the resolution of problems throughout the business with a view to reducing the number of incidents, providing an improved service to the customer.
* Continuously looking to enhance the service levels being delivered – involving both customer and inTEC initiatives to improve customer satisfaction and to prevent future issues.
* Ensure the wider inTEC team are aware of the business of our customers and how our Managed Services contribute to their operational success.
Day-To-Day Responsibilities
Primary activities:
* Ensure we know our customers’ aims and desired direction, and provide a high-quality service that matches identified customer need.
* Undertake regular, scheduled customer visits across the Business South base to help form ICT strategy and work with wider team including account managers to implement accordingly.
* Owning and developing the knowledge base for the teams and supporting the customer base ensuring that the knowledge is documented and shared.
* Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identifying root cause and rollout of mitigating actions to permanently fix the underlying issue.
* Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix.
Other activities may include:
* T ake responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail.
* Provide hands on technical support experience, cherry picking quick technical fixed when required.
* Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues.
* Ensuring appropriate standards and procedures are adhered to during the development process to support a quality of service to customers.
* Work with a variety of company and technical teams to enhance service or to develop solutions.
* Carry out any other reasonable request made by the Company.
Personal Attributes
* Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences.
* Creative, analytical problem solver with the ability to apply original and innovative thinking.
* Incident Management: Handling outages, escalations, and root cause analysis.
* Able to manage changing workload and priorities.
* Able to work both within a team and using own initiative.
* A proven passion for ICT and all things technology.
Qualifications & Experience
* Experience working for an MSP or similar technology background.
* Experience of working in a customer facing role.
* Familiar with MSP operations: Ticketing systems, SLAs, client escalations.
* Supporting multi-site clients.
* Working as part of a wider service delivery function.
* Supporting multi-level clients internal and external.
* Fundamental Server Knowledge: AD, DHCP and general server troubleshooting (system offline, etc.)
* GSCE Maths and English.
Conditions
* The postholder will need a full driving licence and use of their own car for travel between Reigate, Sussex and Cambridge to visit client sites.
Recruitment Process
We want the best people to join our team.
It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.
Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.
We also want YOU to ask US questions, so please come prepared with relevant questions.
Good luck!
Our Values
Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:
* We are curious.
* We are open.
Our Community
Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:
* Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;
* People – finding and developing great people throughout their inTEC journey;
* Environmental Management – managing our impact on the environment in a responsible and ethical manner.
Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.
Our Culture
Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.
Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!
#J-18808-Ljbffr