Service Delivery Manager

Are you passionate about delivering outstanding IT services and building strong client relationships? Do you have experience managing service delivery in a fast-paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded?

What you'll be doing

:
Service Management & Best Practices

: -Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processe

s.-Oversee every element of service delivery for clients from onboarding to end-of-life managemen

t.-Champion a "client-first" approach across the service management functio

n.
Client Relationship & Retenti

on:-Act as the primary point of contact and advocate for clients within RO

CK.-Build and maintain strong client relationships, ensuring high levels of satisfacti

on.-Drive client retention by delivering a seamless service experience and value creati

on.
Service Performance & Continuous Improveme

nt: -Monitor, report, and review service performance against SLAs and key quality metr

ics.-Lead client review meetings and drive continual service improvement initiati

ves.-Proactively manage and encourage service improvement across service desk and project te

ams.
Escalation & Incident Managem

ent: -Manage client complaints related to service levels, ensuring prompt resolu

tion.-Ensure all escalations and major incidents are effectively man

aged.-Work collaboratively with internal teams to resolve complex client is

sues.
What we are lookin

g for:
-Proven experience in a Service Delivery Management role within the IT in

dustry.-Experience in a Managed Service Provider (MSP) environment is advant

ageous.-Commercial awareness with solid business development and relationship management

skills.-Strong understanding of IT infrastructure and technology sol

utions.
How you'll be successful in t

he role:
High client satisfaction and strong retenti

on rates.-Effective service delivery, meeting and exceed

ing SLAs.-Proactive identification and implementation of service impr

ovements.-Strong relationships with internal and external stakeholders, ensuring seamless service exp

eriences.-Efficient incident and escalation management, ensuring quick and effective r

esolution-Maintain the client retention rate at 90% or above throughout

the year
If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with an