Service Delivery Manager

Our established client is looking to recruit a Service Delivery Manager for an initial 6-month period and upon successful completion a permanent role would be available. The role is to ensure the service delivery and service support processes deliver a 24/7, 365 availability of a customer booking service in an effective and cost-efficient manner.

Duties:

• Assist Line Manager in achieving maximum customer satisfaction in accordance with organisation plans and targets.
• To increase market penetration and market share of company offerings & collections services
• To lead, develop and manage the Service Delivery team all who work remotely throughout UK - optimising individual performance towards agreed goals and objectives with the aim of providing an elevated level of service to clients.
• Responsibility for the development, performance, and delivery of the internal and external customer support for the organisation
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Maintain customer relationships, while improving response and delivery times
• Create and present regular reports to Senior Management
• Resolve any service problems and customer complaints.
• Identify customer trends and help develop strategies to reduce the query rates.
• Manage key performance indicators to grow the overall competency base within the team.

Skills:

• Successful track record of operating at middle to senior management level within the service sector environment.
• Keen focus on operational metrics
• Can evidence success within service sector operating models e.g. Facilities management, catering sectors, or outsourcing office services.
• Has managed a field-based work force.
• Evidenced experience of leading change and process re-engineering
• Well-developed analytical skills and proven ability of setting/achieving strategic objectives through performance management.
• Highly self-aware and someone who has developed both hard and soft skills to drive their career.
• Can evidence leadership within a CRM driven environment (may include a call centre environment)
• Can evidence examples of clear passion for continuous improvement within our service delivery.
• Experience of managing, motivating, and developing a multi-disciplinary workforce and harnessing the talents of employees at all levels
• Financially confident in managing a P&L
• Can work on own initiative.
• Car driver - to attend meetings when needed.

Benefits

• 25 days holiday plus bank holidays rising to 28 days with length of service.
• Life Assurance up to twice your salary plus Pension scheme (when permanent).
• Benefits Platform / cash back and discounts.
• Support from Mental Health First Aiders.
• Employee Assistance programme - Care First.
• Professional development opportunities.
• Free on-site parking.