07421 904 933 // hello@grafttalent.co.uk

Service Delivery Manager - City

Ref: 173 Date Posted: Tuesday 19 Jan 2021
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  • Service Delivery Manager
  • Leeds
  • £50 - £55K

We are thrilled to be assisting our client in their search for an experienced Service Delivery Manager.

Working in an incredible workspace with even more incredible people, this really is an exciting opportunity for someone looking for a company that truly values their teams, ensuring every person is given the right support, training, development, opportunities and not forgetting fun!

The Service Delivery Manager will be leading a Support team in a fast-paced, frequently changing environment. The ideal candidate will be an experienced Manager who is passionate about coaching and developing a team to deliver excellent service support across a variety of products/services.

They will have experience of onboarding and managing diverse customers, creating processes and leading a team within a customer facing IT environment. This includes a good working knowledge of common support tools like ticket management systems and IT monitoring services. The role will focus on ensuring that the support team is working closely with other business functions, working efficiently to resolve standard service requests as well as analysing data to identify where improvements could prevent potential issues from becoming incidents. These improvements will rely on thinking outside the box. This could mean developing a new tool, monitoring for things we really need to know about and/or automating fixes and solutions. They will act as key decision maker and stakeholder in the running of the support team and provide the timely incident and problem management services our customers require.


  • The Service Delivery Manager will work with the consultancy and SaaS product development teams, reporting to the Head of Operations, to manage the support offering across multiple B2B and B2C services.
  • Manage a high performing 24/7/365 Support team and build an efficient 3rd line Engineering team. Support them with talent growth and aspirations through the setting of clear objectives and development plans.
  • Maintain a broad knowledge of the technology landscape helping the company maintain market-leading tools
  • and technology.
  • Create and maintain efficient processes for the completion of service requests, change requests and incidents.
  • Design and configure helpdesk software workflows to create a seamless support experience for the company’s teams and customers, across multiple channels.
  • Work closely with Delivery and Engineering teams to influence development work, ensuring that services are
  • supportable and can meet and exceed contractual SLAs, providing final sign off for acceptance into support.
  • Input into/create profitable customer support contracts.
  • Work strategically with the Engineering team to ensure a consistent and scalable approach across all teams, and making sure resource is effectively utilised.
  • Oversee the creation of support documentation and knowledgebase articles within the teams to ensure the
  • effective and consistent delivery of support activities.
  • Lead the team in using service data to identify potential incidents and build solutions to mitigate against them before they happen.
  • Use key service metrics including SLA’s and KPI’s to report on and drive service and process improvement for internal and external stakeholders.
  • Make and clearly communicate decisions that balance customer satisfaction and profitability.
  • Lead regular service review meetings with internal and external stakeholders, providing improvement recommendations that are backed up by data.
  • Own relationships with third party suppliers, ensuring that the company receives the appropriate service at competitive prices.
  • Champion Information Security to meet high security standards throughout all supported services, leading the team to achieve/maintain required accreditations such as ISO27001, Cyber Essentials Plus.
  • Escalate serious issues to senior managers, and act as the single point of contact for major issue resolution.
  • Share knowledge with the wider community, via the company’s blog and through community and company events.

Skill & Experience

The Service Delivery Manager should have the following:

  • Can demonstrate the ability to build and maintain effective relationships, communicating with impact and
  • influencing the team, stakeholders, and clients.
  • The ability to context switch and support teams to do the same, ensuring a consistently high service across multiple services.
  • Working knowledge of at least one public cloud provider (PaaS, IaaS, SaaS).
  • Significant expertise in building, managing and leading diverse technical teams in IT service delivery.
  • The ability to learn complex technical information and then convey it to customers.
  • Strong verbal and written communication skills.
  • Customer dispute resolution and continuous improvement to reduce the possibility of future disputes.
  • Experience in leading teams through rapid organisational change.
  • Problem and incident management and decision making at both an individual and organisational level.
  • Knowledge of support frameworks such as ITIL.
  • A technical background with the ability to provide technical and thought leadership.
  • Above all else, they should have a deep desire to build a highly skilled and productive team, coupled with an overriding commitment to deliver quality service and solutions.

Desirable skills include:

• Design and configuration of business workflows using helpdesk software ‘Zendesk’;

• Carrying out internal audits against agreed standards.

• Working knowledge of ISO27001 and Cyber Essentials Plus.