About the Role

You thrive in fast-paced environments and have a passion for delighting customers and delivering critical IT services. As a Service Delivery Manager, you'll be the driving force behind our success, overseeing multiple key UK customers and driving SLA and KPI adherence. You will be technically minded and experienced to enable you to foster collaboration and process improvement across all levels and teams.

• Act as the primary point of contact for assigned key accounts with their service teams ad stakeholders.
• Maintain client satisfaction, by proactively managing our performance, in service delivery, and driving continuous improvement to achieve long-term success.
• Leverage your expertise in relationship management and technical understanding of our solutions to work with key internal stakeholders to overcome challenges in response, performance and quality delivery of the subscribed services.

Key Responsibilities

Client Relationship Management

• Build and maintain strong relationships with clients at all levels
• Regularly meet with clients to review service performance and address any concerns

Service Delivery Oversight

• Ensure timely and high-quality delivery of IT services to assigned accounts
• Monitor and report on service level agreements (SLAs) and key performance indicators (KPIs)
• Coordinate with internal teams to resolve complex issues and escalations

Process Improvement

• Identify and implement process improvements to enhance service efficiency
• Stay updated on industry best practices and emerging technologies
• Foster a culture of continuous improvement and knowledge sharing
• Contribute to the development of new service offerings

Ideal Candidate Characteristics

• Client Relationship Maestro: You excel at building and nurturing strong relationships with key clients, understanding their unique needs, and consistently exceeding their expectations.
• Service Excellence Champion: You have a passion for delivering high-quality IT services, continuously seeking ways to improve processes and exceed service level agreements.
• Adaptable Multitasker: You thrive in a dynamic environment, efficiently managing multiple high-priority accounts while maintaining composure under pressure.
• Continuous Improvement Advocate: You proactively identify opportunities for service enhancements and efficiency gains, driving innovation within your accounts and the broader organization.
• Tech-Savvy Steward: You have developed a technical knowledge portfolio over a number of years to allow you to understand concepts, solutions and business outcomes from deployed technology. Button pushing isn’t required!

Essential Requirements

The candidate we are looking for will have:

• At least 3+ years of experience in IT service delivery management, preferably in a B2B environment
• Strong understanding IT service management principles and ITIL
• Ability to work under pressure and manage multiple priorities
• Proven ability to manage complex client relationships
• Excellent communication and interpersonal skills
• Strategic thinking and problem-solving abilities
• Commercial acumen and business understanding
• Proficiency in service management tools and reporting software
• Flexible working techniques to work with teams and customers across the UK and IOM