General Requirement:

The Service Delivery Manager will take the lead role in ensuring our customers continue to receive the best possible level of service from us.  They will have overall responsibility for the Support and the Service Development functions.  They will plan the workload for the department, and will investigate and solve complex or escalated problems as well as keep in regular contact with our customers. In short, the Service Delivery Manager will help to keep us as the best possible Company to deal with.


  • Providing help and advice to customers
  • Communicating courteously with customers by telephone, email and face-to-face
  • Investigating and solving any escalated customer problems, which may be complex or long-standing
  • Handling customer complaints or any major incidents, such as a security issue
  • Hold regular service reviews with each customer
  • Directing the daily operations of the customer service team; planning, prioiritising and delegating as appropriate
  • Ensuring the necessary resources and tools are available for quality customer service delivery
  • Line Management/Leadership of a customer service team, including: appraisals, training and development, coaching, recruitment and addressing any concerns
  • Analysing statistics and data to determine the level of service we are providing; identifying and implementing strategies to improve the service and productivity
  • Developing feedback procedures for customers to use
  • Having open and honest discussions, internally and externally, to establish areas for improvement in the department

Essential Skills and Experience:

  • In-depth knowledge of customer service principles and practices
  • Experience working with databases (in particular, SQL Server), and Networking Azure
  • Previous working knowledge of Cloud & Hosted Systems
  • An understanding of the Software Development process
  • Knowledge of standards such as ISO 27001, ISO 9001, ISO 20000 Inc ITIL
  • Communication skills to be able to inform, help and advise customers clearly, and listening skills to be able to understand and interpret what they really want and need
  • Excellent Organisational, Planning and Problem-solving skills
  • Proficiency in MS Office Applications

Desirable Skills and Experience:

  • Experience working within a Web, Mobile and Desktop development environment is an enormous bonus
  • A Development background is a distinct advantage

Package dependent on skills and experience.

If you are interested in this outstanding opportunity, please apply below.

Apply for this position