Service Delivery Manager

SearchWorks Newcastle Upon Tyne, England, United Kingdom

Service Delivery Manager

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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting