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Service Delivery Manager

Role Responsibilities

  • Governance of the efficient delivery of Customer Onboarding projects, defining milestones and reporting regularly on progress 
  • Management of Support Desk operations with an analytical approach to investigation and problem-solving 
  • Responsible for the interrogation of both historic and real-time performance data to drive product improvements and customer utilisation satisfaction 
  • Meet defined service targets and deliver continuous improvements in customer performance 
  • Proactively utilise management information to identify gaps in delivery process and Customer Service 
  • Lead, coach, and develop Technical Services Team to deliver core skills and knowledge improvement  
  • Act upon customer feedback and carry out root-cause analysis to improve processes and services to increase satisfaction 
  • Act as an escalation point for client issues when required and mechanism 
  • Deliver OKR statistics and build reports to deliver key information on Technical Team performance  
  • Build and maintain a Customer Satisfaction facility within the Technical Team with regular reporting 

How to stand out

Essential 

  • Year’s experience in a similar role 
  • A strong technical background 
  • Strong communication skills - comfortable with written and verbal communication 

Desirable 

  • Experience in supporting the growth of talented and skilled personnel while maintaining a highly engaged team 
  • High energy individual who enjoys working with customers to deliver exceptional customer service. 
  • Passionate about technology and how it can be leveraged to solve customer challenges 

What We Can Do For You

  • 24 days holidays, increasing with service
  • Subsidised gym memberships
  • Study Assistance
  • Life Assurance and Critical Illness Cover
  • Recruitment Bounty