The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts. Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer.,

Ensuring that the contracted scope of support for designated Customers is clear and understood
Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations
Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally
Delivery of a high-quality service and high levels of customer satisfaction with our provision - avoiding or minimise complaints about service delivery
Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary
Ensure contracts are delivering within the scope for the designated Customers(s)
Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery
Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed
Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters
Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery
Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
Flag anticipated increases or decreases of Demand with the account Management Team
Contribute to internal discussions supporting the department-wide continuous improvement strategy
Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services
Build and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations
Any other duties as and when required commensurate with organisational position

Working knowledge of ITIL and experience within an IT Service Management environment
Experience of actively managing the customer experience from a Service Desk perspective
Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog
Understanding of Agile Methodology and Project management skills
Strong customer relationship skills, working with senior service management contacts.
Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you
Ability to work under pressure with excellent time management skills to meet tight deadlines.
Strong organisation and customer service skills and the ability to multitask.
Decision making skills to resolve issues or make recommendations.
Excellent attention to detail together with a proactive approach to problem solving.
Ability to work independently.
Excellent knowledge of Windows applications and the MS O365 Suite
Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)
Strong communication and active listening skills
ITIL V3/V4 foundation certification (Intermediate or higher desirable)
Knowledge of IT industry & best practices and all relevant industry standards
Proficient in the use of the broader Microsoft Office suite, including Project and Visio
Proven continuous improvement experience from a similar role, including project management
Understanding quality service standards and applicable metrics
Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure
Autonomy to develop and grow your skills and experience
Be part of exciting project work that is making a difference in society
Strong, inspiring and thought-provoking leadership
A supportive and collaborative environment

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

4 Methods jobs in England & Wales