Service Delivery Manager - Blackburn, Lancashire
This leading Software Solutions provider based in Blackburn are looking for an experienced Service Delivery Manager to take ownership of their Software Support and Service Desk function. This is a senior leadership role ideal for someone who combines technical expertise with a passion for team leadership and service excellence.
Core responsibilities for this Service Delivery Manager role;
As the Service Delivery Manager, youll play a critical role in ensuring high-quality, efficient support across all customer touchpoints.
* Lead and manage a team of software support analysts, first-line support, and third-party service partners
* Oversee day-to-day service desk operations, including ticket triage, resolution, and escalations
* Drive service excellence through continuous improvement of standards, processes, and SLAs
* Maintain and grow strong customer relationships, acting as an escalation point and trusted advisor
* Deliver regular performance reporting and service insights to senior stakeholders
* Identify out-of-scope work and ensure appropriate commercial handling and chargebacks
Core experience
* 3+ years experience leading a technical support or service delivery team (ideally 510 people)
* Background in software or ERP environments supply chain or POS experience a bonus
* Strong track record in meeting SLAs, improving customer experience, and leading teams to success
* Excellent communication and stakeholder management skills
* Proficiency with ticketing systems, ERP platforms, POS software and Office 365
* A hands-on, collaborative leadership style with a focus on coaching and continuous improvement
They are offering a competitive salary and package in a supportive, collaborative culture where your input will be valued. They offer opportunities for progression in this growing software company where you will make an impact in a business that values customer experience and service innovation.
Keywords; Service Delivery Manager, Customer Success Manager, Customer Service Manager, Service Desk Leader, HelpDesk Manager,ticketing systems, ERP platforms, POS software, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Rawtenstall, Accrington, Preston
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Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy.
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