Job Ref: Service Delivery Manager
Job Location: Office based - Brighton (this is not a remote working role)
Job Type: Permanent
Salary: Competitive, details on application
Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks an experienced, driven and dynamic professional to join our team as a Service Delivery Manager.
With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry vendors, including Microsoft, Dell and Cisco.
As our company grows and plans for future expansion, we are looking for an accomplished Service Delivery Manager to lead the delivery of IT services to its clients.
As Service Delivery Manager, you will be responsible for leading and overseeing the delivery of service to our clients, ensuring high levels of customer satisfaction, and maintaining strong client relationships. The Service Delivery Manager will work closely with other departments to ensure effective, efficient, and continuous improvement of exceptional customer service and quality.
The candidate should have a strong understanding of relevant industry standards and practices. If you are passionate about delivering exceptional service and have the expertise to do so, we encourage you to apply.
The chosen candidate will be part of Trident's Leadership Team and will play a crucial role in shaping its future growth and strategic vision.
The Service Delivery Manager’s core responsibilities are:
- Oversee the overall delivery of services and solutions by Trident from all departments, ensuring compliance with service level agreements (SLAs), providing vision and leadership in service, and implementing improvements where necessary to enhance service quality, experience and satisfaction.
- Develop and maintain strong relationships with stakeholders, ensuring clear communication and understanding of service requirements while acting as the primary point of contact for service delivery issues.
- Undertake audit/review requirements as needed, prepare accurate reports on service delivery performance, and provide input as necessary to guide service development towards quality and strategic objectives.
- Mentor the team, fostering a culture of excellence and continuous improvement.
- Collaborate with sales and account management teams to understand client needs and explore opportunities to enhance service delivery.
- Work with the leadership teams to ensure that all team members are trained and equipped with the necessary skills and knowledge to deliver high-quality professional services.
- Proactively and regularly attend department meetings, user groups and other events, including customer-facing, as required.
- Manage and continually improve customer satisfaction measures, reporting processes and systems based on regular customer surveys and post-case questionnaires.
- Develop and implement quality standards and processes, ensuring that we meet client’s requirements and relevant industry standards.
- Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service.
- Continued assessment of regulatory and compliance requirements for both Trident and its clients.
- Working with ISO 27001, 14001 and 9001 requirements and Trident's operating procedures.
- Provide vision and leadership for the business.
Qualifications and Skills - The successful candidate will possess the following qualities:
- 3+ years of proven experience in a similar role, preferably within an MSP environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and clients.
- A flair for troubleshooting, communication, exceptional customer service.
- Ability to work effectively under pressure and meet tight deadlines.
- Be flexible and adaptable to situations and changing requirements.
- Excellent strong time management and problem-solving abilities.
- Strong analytical and problem-solving skills.
- Strong knowledge of modern working, Microsoft and associated solutions.
The role includes the above skills and responsibilities, but this is not an exhaustive list as business needs change.
Benefits:
- Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).
- Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs.
- Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
- Access to vendor pricing for personal IT hardware and software purchases.
- Access to Microsoft Workplace Discount Program - Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
- Central office location - a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
- "Smart casual" dress code with dress down Friday raising money for the local charities.
- Regular social and team-building events.
- 'Refer a friend’ recruitment bonus scheme.
- Social spaces in Trident’s office for staff to connect - Bar, pool tables, table tennis, arcade, etc.
