Service Delivery Manager

Service Delivery Manager

Location: Remote

About Us: Consult Energy are working with an established Utilities company who are committed to providing exceptional services across the sector. Their mission is to deliver innovative solutions that enhance the lives of their customers and support the communities they serve. They pride themselves on their collaborative culture and their dedication to continuous improvement.

Role Overview: Focused on delivering exceptional services for our customers, the Service Manager will oversee the performance of specific solutions, and the consequent service delivered to customers. The role will focus on understanding and improving service delivery, collaborating with cross-functional teams to enhance service quality, and acting as the face of the service for customer stakeholders. It is essential for the ideal candidates to have experience across one of the following business areas; Billing & Payments, Smart Meters, Customer Experience, Market Connectivity or Data within the Energy or Utilities space and be a strong communicator with the ability to ensure continuous service improvements.

Key Responsibilities:

1. Manage the end-to-end service delivery process, ensuring compliance with SLAs and quality standards; this includes owning Problem Management and consequent implications for services.
2. Develop and implement service delivery strategies that align with business objectives and enhance customer satisfaction.
3. Collaborate with cross-functional teams to resolve service issues and drive continuous improvement initiatives.
4. Monitor service performance metrics, prepare reports, and present findings to senior management.
5. Build and maintain strong relationships with key stakeholders, including customers, suppliers, and internal teams.
6. Support the Incident Manager in the event of a major incident to ensure swift resolution & quality customer communications.

Qualifications:

1. Proven experience in service delivery management across one of the following business areas - Billing & Payments, Smart Meters, Customer Experience, Market Connectivity or Data within the Energy or Utilities space.
2. Strong understanding of service management frameworks (e.g., ITIL) is desirable.
3. Excellent leadership, communication, and interpersonal skills.
4. Ability to analyse data, identify trends, and make data-driven decisions.
5. Demonstrated experience in managing customer relationships and driving customer satisfaction.
6. Relevant certifications (e.g., ITIL, Prince2) are a plus.

What We Offer:

1. Salary is up to £70,000 per annum dependent on experience plus additional benefits package.
2. Opportunities for professional development and career progression.
3. A supportive and inclusive work environment.
4. Remote working arrangements to promote work-life balance.

How to Apply: If you are passionate about delivering exceptional service and want to make a positive impact in the utilities sector, I want to hear from you! Please submit your CV and a cover letter.