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Service Delivery Manager
SearchWorks
Newcastle upon Tyne
On-site
GBP 100,000 - 125,000
Full time
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Job summary
An established industry player is looking for a Service Delivery Manager to enhance client satisfaction and lead a high-performing team. In this pivotal role, you will act as the main contact for client inquiries, ensuring their needs are met while fostering a culture of excellence within the service team. Your expertise in utilizing PSA and RMM tools will be key to automating processes and generating vital KPI reports. This is an exciting opportunity to make a significant impact in a dynamic environment, where your leadership will drive both team and client success.
Qualifications
- Experience in managing IT service teams and client relationships.
- Proficiency in PSA and RMM tools for efficient operations.
Responsibilities
- Serve as the primary point of contact for client inquiries and escalations.
- Lead and develop the service delivery team while ensuring client satisfaction.
Skills
Education
Tools
Job description
SearchWorks Newcastle Upon Tyne, England, United Kingdom
As the Service Delivery Manager, you will elevate client satisfaction and drive team excellence by leading a dynamic service team, ensuring exceptional delivery and fostering a high-performance culture.
What you'll do:
- Serve as the primary point of contact for client inquiries and escalations.
- Ensure client satisfaction and address evolving needs.
- Utilize and enhance PSA and RMM tools for efficient client and system management.
- Automate business processes and generate KPI reports.
- Maintain optimal system patching and monitoring protocols.
- Evaluate and address individual client technology requirements.
- Identify and mitigate potential risks to clients and company operations.
- Lead, mentor, and develop the service delivery team by conducting 1:1 reviews.
- Define and manage key performance indicators (KPIs) for team and individual performance.
What you'll need:
- Drivers license
- Experience working for a Managed Service Provider (MSP) or IT Support Business.
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience and knowledge of working with the Microsoft 365 Platform
- Management & Leadership Experience of an IT Service Team
Mid-Senior level
Full-time
Information Technology
IT Services and IT Consulting
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