Service Delivery Manager

Service Manager

£40k - £45k

Remote - UK

Benefits:

• Competitive salary and benefits package
• Opportunity to work on diverse and challenging projects
• Exposure to a variety of clients
• Chance to contribute to the company's success and growth
• Death in Service benefit
• Company Pension scheme
• 25 days annual leave (not including Bank Holidays) increasing with length of service
• SAGE Employee benefits
• SAGE Employee assistance program

Our client are looking for a Service Manager to further enhance our service to our clients.

This is an exciting time to join our client as they grow to enhance our services and offerings. If you are looking for a company where you can make a real impact and be part of something exciting, then we encourage you to join our team. Our client are looking for talented and motivated individuals who are eager to learn and grow.

Key tasks and Responsibilities:

Service Delivery Management:

• Own the Managed Service element within our contracts, on behalf of the General Manager and Senior Management Team, ensuring delivery aligns with client expectations and contractual obligations.
• Oversee on-site staff to ensure they meet technical and service standards required by the contracts.
• Handle client complaints regarding service delivery, striving to reach swift and satisfactory resolutions.

Client Engagement and Reporting:

• Conduct regular service delivery meetings with clients and on-site technical teams to review performance, address concerns, and foster positive relationships.
• Report any client issues or concerns to Account Managers promptly for resolution and work alongside the account manager and Senior Management on any direct escalations.

HR Collaboration and Staff Management:

• Work in partnership with the HR team to address technical staff issues, monitor performance, and identify training needs.
• Conduct performance appraisals and address training requirements for technical staff in alignment with HR policies.

Onboarding and Site Management:

• Work with the Technical Team in arranging, and if required performing, due diligence on sites before assumes responsibility for their network.
• Be part of the mobilisation and onboarding team - leading the service element of the onboarding.
• Facilitate the induction of new technical staff to client sites, ensuring familiarity with protocols and expectations.

Leadership and Development:

• Provide mentorship to colleagues, fostering a culture of continuous learning and development within the team.
• Demonstrate effective communication skills, tailoring technical information appropriately for different audiences.
• Manage and implement agreed work programs and practices under the guidance of senior staff, driving operational excellence.

Compliance and Emergency Response:

• Adhere to all relevant policies and procedures, including those relating to child protection, health, safety, security, and confidentiality.
• Maintain awareness of data protection regulations (Data Protection Act and GDPR), ensuring the security, accuracy, and relevance of personal data.
• Be prepared to support project teams during holiday periods under the guidance of senior engineers.
• Flexibility to work beyond normal hours if required for emergency work or IT system upgrades.

Additional Responsibilities:

• Undertake any other tasks deemed appropriate by the Technical Management Team, Senior Management, or Company Directors.

Qualifications and skills:

• GCSE Grade 5 or above in Maths and English
• A-Level, BTEC, NVQ, or T-Level in a relevant subject
• Industry qualifications within Management, Service delivery, or the IT sector
• 2 - 3 years experience in a service leadership role or IT Support leadership
• Ability to work independently and as part of a team under pressure
• Impeccable attention to detail and commitment to quality
• Experience in the education sector is desirable but not essential
• Interpersonal skills sufficient to assist non-technical users of IT
• Ability to assess and re-prioritise workloads when circumstances or demands change
• Ability to take the initiative when necessary

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.