Purpose of the Role
The Service Delivery Manager is responsible for the effective management of the company's key and national accounts. This includes overseeing service delivery, maintaining strong client relationships, and leading a team of Key Account Administrators to ensure performance against agreed KPIs. The role also manages the day-to-day operation of the call centre, ensuring customer enquiries are responded to promptly and effectively, and converted into work for the franchise network or corporate locations where appropriate.
Key Responsibilities
* Leadership & Account Management
o Line manage and support the Key Account Administration team.
o Maintain strong and effective communication with a portfolio of Key Accounts.
o Take ownership of national and key account contracts, ensuring work allocation, management, and delivery meet agreed KPIs.
o Manage escalations, complaints, and service issues, ensuring timely resolution and continuous improvement.
o Oversee contract renewals and ongoing account performance.
o Oversee invoice processes for Key Accounts and timely processing of payments to franchisees.
* Onboarding and Training of New Team Members
* Performance & Process Management
o Manage and continuously improve team processes in line with customer requirements.
o Produce weekly and monthly performance reports for senior management.
o Identify opportunities to drive additional revenue within key accounts and across the wider business.
* Franchise & Operational Support
o Support onboarding and training of new franchisees, including logistics and materials.
o Provide day-to-day support to franchisees, including systems, enquiries, and communications.
o Deliver training to franchisees on operational systems.
o Provide operational support to Regional Development Managers and engineers.
o Support corporate locations with debt management and quote follow-up activities.
* Wider Business Contribution
o Support reunion planning and preparation, including content development and event coordination.
o Assist with accreditations (e.g. ISO 9001).
o Support Business Development Managers where required (e.g. training, presentations).
o Contribute to system development and operational improvements (e.g., SimPRO).
o Provide support to advisory council activities.
* Cross-Functional Coordination
o Act as a key link between Neighbourly, franchisees, and Totally 24/7, extending beyond traditional Key Account responsibilities.
o Support franchise and operational queries alongside Business Development Managers team.
* Additional Responsibilities
o Support franchise commercial prospecting and opportunity identification.
o Provide general administrative support including reporting and participation in management meetings.
o Undertake any other reasonable duties within the scope of the role to support the team and revenue development.
Experience, Skills and Knowledge
* Experience
o Minimum of 3 years' experience managing a customer support or service delivery team.
o Proven experience in key account relationship management.
* Skills & Knowledge
o Experience using job management systems (e.g. SimPRO, Joblogic) and ideally finance systems.
o Strong IT skills, including Microsoft Office and CRM systems.
o Excellent interpersonal and communication skills.
* Attributes
o Self-motivated, proactive, and solutions focused.
o Strong team player with a collaborative approach.
o Hands-on, accountable, and results driven.
o Highly organised with the ability to manage multiple priorities.
o Effective communicator, both written and verbal.
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