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Service Delivery Manager

Background

An excellent opportunity to be a key team player in a very successful business providing first class technology services to SME and large Enterprise customers. With the opportunity to learn and develop in a fast paced organisation and help continually develop the services. The business has a culture of team work, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.

Responsibilities

  • Produce monthly client report packs
  • Manage team performance to achieve and exceed SLA
  • Direct line management of 1st and 2nd line teams
  • Produce reports on contract profitability for renewals
  • Manage team development requirements
  • Handle escalated incidents and manage Major Incident Process
  • Drive behaviours and around correct time recording on incidents and service requests
  • Plan team rotas and cover schedules
  • Run daily team meetings
  • Attend appropriate client facing services reviews
  • Lead performance in customer satisfaction for the Service Desk against NPS and achieve targets
  • Look for opportunities to drive Service Desk efficiencies
  • Co-ordinate delivery of small project works
  • Oversee assignment of incidents and balance workload

Skills, Qualifications and Experience

  • Strong communication skills
  • Good relationship building skills
  • Experience with the Office Suite including Word, Excel and PowerPoint
  • Excellent time management and organisation skills
  • Strong customer service skills
  • Collaborative and teamwork ethic
  • Excellent attention to detail
  • Proficient in written and spoken English
  • Excellent people management skills
  • Lead client presentations on Service Delivery performance

 

Beneficial experience, skills and background for the role:

  • ITIL accredited
  • Project management qualification
  • Minimum 3 years’ experience in a similar role
  • Working with the technology sector
  • An understanding of technology and terminology

Why Synergi?

Synergi is a leading Microsoft Gold Partner with specialist practice focus on collaboration, automation, security, insight and operations; based on the Microsoft 365, Office 365 and Dynamics 365 platforms.

We’re a dynamic, modern business with a focused and dynamic team who enjoy working together to deliver our customers a great experience but we also like to socialise and enjoy our great surroundings as a team.

Think you've got what it takes?

We’re big on culture and finding the right fit so don’t be afraid to show us who you are. Complete the application form and we'll be in touch.

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