Service Delivery Manager

About My Client
My client is a leading global technology company dedicated to driving digital transformation within the Quick Service Restaurants (QSR), Hospitality, and Retail sectors. With over 20 years of experience, they have forged strong partnerships with major brands, continually innovating to enhance customer experiences and streamline operational efficiency.

Job Summary
My client seeks a skilled and driven Service Delivery Manager to oversee efficient service delivery across multiple locations. This office-based role in Hemel Hempstead involves coordinating team efforts, standardising processes, and ensuring that service performance aligns with organisational goals. The ideal candidate will bring ITIL certification and a background in managing service delivery across multi-site operations, with an emphasis on adherence to SLAs and promoting continuous improvement.

Key Responsibilities

Lead and manage service delivery teams across locations, including service desk operations.
Ensure timely and effective customer issue resolution, meeting established SLAs and OLAs.
Develop and enforce standardised procedures for consistent service delivery.
Regularly monitor and analyse performance metrics to identify areas for improvement.
Manage SLA breaches, implementing corrective actions to prevent future occurrences.
Act as the primary escalation point for customer issues, providing prompt resolutions.
Foster a supportive team culture, encouraging productivity and high morale.
Maintain accurate documentation of service processes and procedures.
Build strong customer relationships, ensuring a high level of satisfaction.
Conduct site visits to ensure compliance with company standards.
Provide training opportunities for team members to support their professional growth.

Essential Skills and Qualifications

Minimum 5 years of experience in service delivery management or similar roles.
Proven track record managing service desks across multiple sites.
Strong leadership, communication, and team management skills.
Proficient in support software, with expertise in SLA management and performance analysis.
Exceptional customer focus and problem-solving skills, with the ability to manage challenging situations.
Analytical abilities for interpreting performance data and conducting root cause analysis.

Desirable Skills

ITIL Certification
Familiarity with POS/EPOS systems and experience in QSR/Retail solutions
Background in a start-up or evolving tech environment

If you're a dedicated Service Delivery Manager with a passion for optimising service performance, we would love to hear from you!

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Connexa Technology is acting as an Employment Agency in relation to this vacancy