Service Delivery Manager - Home Based

Up to 60k + Bonus

Date Posted: Tuesday 21 May 2024

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About the role;
We are currently looking for an experienced, diligent, and driven Service Delivery Manager (SDM) with a passion for great service to enhance our expanding service delivery team. The SDM will be responsible for the delivery, management, and improvement of IT services to support customer business needs. To be successful in this role you must have previous experience in a similar position coming from a strong commercial background, with a proven track record in managing customers across the service lifecycle. This is a hybrid role, therefore we are looking for you to be within close travelling distance from our Head Office in Team Valley for regular collaboration time.  
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement. 
Here’s why; 
  • Our open and honest culture where feedback is taken on-board and acted upon
  • The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
  • Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
  • Two paid CSR days per annum that you can use towards giving something back
  • Our charity fundraising - TSG have raised over £20,000 in the last 2 years
  • Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
  • Flexible working policy
  • Relaxed dress policy
  • Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
  • Lead on the delivery of services to the customer to ensure that a high-quality service is provided in accordance with defined policies, procedures, and Service Level Agreements.
  • Manage customer and internal service delivery escalations through to satisfactory resolution.
  • Manage the introduction of all new services for customers, including contractual & commercial arrangements and service readiness.
  • Design services and create processes & procedures, ensuring that support teams are engaged and fully understand their roles and responsibilities within those processes.
  • Proactively identify and manage the implementation service improvement activities, reviewing data and acting on feedback to create ways of working more efficiently to reduce costs, increase revenue, and create value for the customer.
  • Complete monthly reporting relating to service performance, customer satisfaction, financial performance and forecast reporting.
  • Lead service reviews with customers, executive management, internal teams, and suppliers.
  • Facilitate strategic reviews ensuring technology is aligned with customers’ core business aims.
  • Support new business opportunities, contributing to proposals and tender responses, as well as identify potential opportunities within existing client base.
Knowledge, Skills & Experience;
  • Considerable experience in a similar role is essential.
  • Previous leadership experience would be beneficial.
  • Managing suppliers and 3rd party delivered services.
  • Knowledge and understanding of ITIL disciplines, ITIL certification would be desirable.
  • Strong commercial awareness – able to cost and prepare service schedules.
  • Ability to build relationships at all levels and collaborate with others.
  • Ability to deal with escalated issues and demonstrate ownership.
  • Excellent communication skills, both written and verbal.
  • Strong influencing skills.
  • Excellent organisational and prioritisation skills with the ability to work under pressure and to tight deadlines.
  • Excellent analytical skills and attention to detail.
  • Ability to look for ways to improve and promote quality.
  • Ability to lead on, champion, and implement change.
  • Educated to Degree Level desirable.
  • Project Management Certification desirable.
  • Company bonus scheme
  • 25 days annual leave + public holidays
  • Life assurance 4 x Salary
  • Contributory pension scheme at 4% matched
  • Electric Vehicle Salary Sacrifice
  • Perkbox discounts
  • Paid CSR Days
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Home-based and hybrid opportunities
  • Long service benefits including increased annual leave accrued with service
  • Cycle to work scheme
  • Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.