Service Delivery Manager

£22,000 - £30,000

Full time
Posted 2 years ago

Our client is a highly customer-focused award-winning and forward-thinking business driven by our people.
We are one of the fastest-growing IT services organisations in Cambridgeshire creating opportunities for the right
individuals to carve out well rewarded excellent careers within the IT industry.
You will be working within a small and focused team tasked with providing the highest level of service to a dedicated
client base, as well as working closely and supporting other teams. This is an exciting opportunity for a highly customer-focused and well-organised person to provide a key service to our customers. A friendly open disposition is essential
along with an ability to work on own initiative, unsupervised, and too tight deadlines. You will need to display an ability
to work with our technical staff and demonstrate excellent organisational (time/task management) skills. The ideal
candidate will be totally customer-focused and a team player, willing to go the extra mile.


  • Manage the activities of the customer support and ensure they meet agreed SLAs
  • Provide escalation route for customers to help manage problems and issues efficiently
  • Work to tight deadlines and complete tasks to meet expectations
  • Provides timely, accurate and unambiguous updates for work activity
  • Use a range of software, including email, spreadsheets and databases, to ensure the efficient running of the office
  • Manage online filing systems
  • Develop and implement new administrative systems and processes
  • Maintain the condition of the office and arrange for necessary repairs
  • Ensure adequate staff levels to cover for absences and peaks in workload
  • Delegate work to staff and manage their workload and output
  • Promote staff development and training
  • Liaising with our service delivery managers respond to customer enquiries and complaints

Skills & Experience Required

  • Minimum 1 years’ experience working in a similar role
  • Assertive but friendly and approachable, good attention to detail, client facing
  • Detail oriented, understand Quality and strive to deliver service
  • The ability to prioritise tasks and work under pressure
  • Reliable and good communicator building relationships
  • Team player, willing to go the extra mile for colleagues and customers
  • Flexibility of working hours are key requirement of this role
  • Excellent organisational and time-management skills
  • Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) and other commonly-used office packages
  • Strong IT and typing skills
  • Good team working skills and the confidence to lead and motivate a team
  • The ability to manage your workload and supervise others concurrently
  • Excellent interpersonal, oral and written communication skills
  • Flexibility and adaptability to changing workloads
  • A problem-solving approach to work

Job Features

Job CategoryOffice Support

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