Service Delivery Manager

TL;DR

Service Delivery Manager: Managing end-to-end service delivery and ensuring customer satisfaction with an accent on client relationship management, performance monitoring, and issue resolution. Focus on optimizing service delivery processes, mitigating risks, and continuously enhancing service offerings.

Location: Onsite in London, United Kingdom

Company

hirify.global is a global software and cloud solutions provider helping clients optimize their IT landscapes.

What you will do

• Manage end-to-end service delivery, ensuring quality standards, performance metrics, and contractual agreements are met.
• Serve as the primary contact for clients, fostering strong relationships and addressing concerns promptly.
• Track and analyze service performance metrics, identify trends, and implement proactive solutions for improvement.
• Collaborate with internal teams on strategic planning, risk management, and service expansion opportunities.
• Manage service level agreements (SLAs), contractual agreements, and oversee the budget for service delivery activities.
• Regularly solicit feedback from clients and stay current with industry trends to continuously enhance service offerings.

Requirements

• Multiple years of experience in client-facing roles, project or program management, or service industry positions.
• Strong communication skills, capable of simplifying complex information into accessible language for clients and internal teams.
• A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance the customer experience.
• Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment.
• A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs.

Nice to have

• Experience working with ITAM or Digital Supply Chain solutions.

Culture & Benefits

• Flexible environment that encourages autonomy and creative thinking.
• Believes in work-life harmony and values its people as its greatest asset.
• Supports employees to be their true, authentic selves.
• Welcomes applicants from all backgrounds and abilities.
• Offers reasonable adjustments during the recruitment process.