Service Delivery Manager - Hybrid

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Service Delivery Manager - Hybrid, Crawley

Client:

Uptime Solutions Ltd

Location:

Crawley (Sussex)

Job Category:

Other

EU work permit required:

Yes

Job Reference:

4b6b56e59ab6

Job Views:

7

Posted:

20.02.2025

Expiry Date:

06.04.2025

Job Description:

Company Overview:

Uptime provides a range of products and services to assist MSPs to scale quickly, without risk and still deliver top quality services. Our company offers a range of technical services including helpdesk, staff augmentation, NOC and project delivery services. We have teams based across the globe.

Everything we do for our partners is white labelled, we act as the partners’ brand whenever we answer the phone or respond to email, even when we attend customer site!

What’s this role about?

As a Service Delivery Manager, you will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. We are a fast-paced Master MSP and you will be in regular communications with partners to whom we deliver MSP services.

You will lead the helpdesk team and be their ‘go to’ person when they need guidance. You will also play a pivotal role in liaising with partners to manage their expectations and ensure that our team is hitting their KPIs.

The role requires strong team leadership skills as well as excellent communication. You will be working closely with peers based overseas.

Overall responsibility for Service Delivery Manager:

• Ensuring that all customer communication is done in a customer-centric manner
• Coaching the team to deliver the number of contracts that meet revenue goals
• Providing mentoring to the technical team to ensure they are working efficiently and accurately
• Ensuring our processes and SOPs are followed by the team and working to improve processes as required
• Demonstrating the company core values
• Delivering on team SLA compliance and customer satisfaction KPIs

Requirements:

• Proficiency in leading both physical and virtual teams
• Expertise in people management and team leadership
• Aptitude in technical problem solving
• Ability to identify when a ticket needs to be moved to another engineer for best execution
• Understanding of ITIL principles
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Previous experience in an MSP environment

The role is hybrid but there will be a requirement to be in our Crawley (Sussex) office on a regular basis.