Junior Service Delivery Manager

Job Overview

• Title: Junior Service Delivery Manager
• Team: Service Desk
• Reports to: Head of Service Delivery
• Location: Bournemouth / Leeds

Are you a dynamic and results-driven professional with a passion for delivering exceptional service? If so, we invite you to join our team as a Junior Service Delivery Manager.

As a key player in our Service Delivery team, you will lead efforts to ensure our clients receive service that goes above and beyond their expectations. Your role involves orchestrating the smooth delivery of our products and services, championing a culture of continuous improvement and client satisfaction. This is not just a job; it’s an opportunity to work with a thriving team, turning challenges into triumphs and raising service delivery standards.

Key Responsibilities

• Liaise directly with the service delivery team and clients, maintaining excellent communication and relationships whilst ensuring that our QuoStar standards are adhered to.
• Ensure outstanding proactive and reactive service is always delivered to our clients, taking ownership for driving consistent service delivery to defined SLA’s and KPI’s.
• Work closely with other departments including client success management, finance and projects to manage account activity, ensuring smooth and quality services.
• Creating reports and presentations for other Service Delivery Managers within the department
• Manage client complaints.
• Complete client trend analysis to identify recurring issues.
• Responsible for scheduling proactive tasks ensuring client compliance is always maintained.
• Contribute to the identification and implementation of Standard Operating Procedures.
• Supporting other members of the team
• To become involved in other tasks/duties as required.

Essential experience, skills and qualifications

• Experience in working for an IT Service Provider or MSP
• Strong influencing, negotiation and decision-making skills
• Self-motivated and able to adapt to a changing environment

Desirable experience, skills and qualifications

• IT degree or equivalent.

This role is suitable for someone who:

• Has excellent customer service and organisational skills
• Has an excellent understanding of all major IT systems and how they can best be leveraged to deliver business outcomes
• Is results driven, great attention to detail, with a can do attitude, has a professional manner with a hands-on flexible approach.