Service Delivery Manager

Infinity Group UK; Royal Tunbridge Wells; Remote; GBP 40,000 - 80,000

Job description

Service Delivery Manager – Remote with unlimited paid holiday!

Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview:

The role of a service delivery manager is entirely customer-facing. Duties involve overseeing a range of functions to facilitate the delivery of best-in-class services to the end-users.

One of the key responsibilities of the service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

As the Service Delivery Manager, you will be monitored and measured on KPIs related to customer satisfaction and customer retention.

What skills and working characteristics should this person have?

• Service Management: have a deep understanding of service management principles, ITIL framework, and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Client Relationship Management: strong interpersonal and communication skills to build and maintain relationships with clients. Understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Leadership: possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
• Problem-Solving: be adept at analysing complex situations, identifying problems, and proposing effective solutions. Have the ability to think critically and make decisions quickly to address service-related challenges.
• Financial Management: have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
• Continuous Improvement: have a mindset of continuous improvement. Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Technical Knowledge: while not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

As a Service Delivery Manager, you’ll be responsible for:

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization.
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on performance of the service delivery.
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Like the rest of the Infinity team, you'll benefit from:

• The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
• Work in a great culture, highly ambitious, collaborative, humble, and we pride ourselves in making others look cool be it our colleagues or clients.
• Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme, and Flexible Working.
• A newly renovated office with a break-out area, decent coffee, and a pool table.
• Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own ‘Illuminate’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don’t want to be part of the fun and we include your partners too.

What are the next steps?

• Apply with your current resume or link to your LinkedIn profile directly on our careers page – https://www.infinitygroup.co.uk/careers/
• Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
• 1st stage interview, usually via Teams.
• 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.