Service Delivery Manager (Part-time)

Job Summary.

As Service Delivery Manager, you will be responsible for ensuring the efficient and effective delivery of our Managed Services offering to our clients. 

You will oversee service operations, manage client relationships and ensure our service level agreements are met and exceeded. You will always be looking for ways to continuously improve our service delivery processes. 

You will serve as the key point of contact for clients, driving customer satisfaction, operational excellence and ultimately business success. 

Strong communication, leadership, and problem-solving skills are essential for fostering collaboration and ensuring team and client satisfaction. 

This role reports into the Chief Operations Officer. 

Key Responsibilities. 

Domain Knowledge.

• Strong understanding of IT Service Management (ITSM) frameworks such as ITIL and how to effectively implement and deliver them to clients. 

• Strong knowledge of software development lifecycle, ensuring alignment between delivery processes and software development best practices.

Service Management and Delivery. 

• Monitor and manage Service Level Agreements (SLAs), ensuring performance targets are met and exceeded.  

• Develop and implement service improvement plans to enhance efficient, quality and client satisfaction. 

• Accountable for overseeing critical incidents and service escalations, ensuring timely resolution. 

• Conduct regular service reviews and reporting with clients and internal stakeholders. 

Process Management. 

• Define and consistently enforce our service delivery standards and best practices ensuring adherence to compliance and governance frameworks, processes and methodologies. 

• Drive continuous improvement initiatives with both processes and technologies to enhance delivery efficiency, quality and scalability; working with key stakeholders and department leads to ensure fit for all solutions. 

Commercial Enablement.

• Partner with commercial teams through the bid process, contributing to proposals and pitches as required, and ensuring feasibility and alignment with delivery standards. 

Client Enablement.

• Collaborate with our client services team to foster strong relationships with our key clients, supporting, understanding and helping fulfil their business objectives; promoting client enablement, satisfaction and long-term partnerships.

• Serve as the primary escalation point for all service delivery related issues, ensuring swift and effective resolution. 

• Regularly capture and act upon client feedback to ensure ongoing delivery excellence and satisfaction. 

Resource Management and Co-ordination. 

• Co-ordinate cross functional teams, including technical support, engineering teams, resource managers, project managers and account managers to deliver seamless service.

• Ensure efficient resource allocation to meet client demands and service requirements. 

Strategy. 

• Work with the executive team, and strategic working groups, to implement our global strategy to support business growth and change. 

• Establish and lead our service delivery strategy ensuring alignment with our wider organisational goals. 

Key Performance Indicators.

• Customer Satisfaction (CSAT). 

• Achievement of Service Level Agreements, including response and resolution times. 

• Reduction in reactive incidents and escalations. 

• Managed Services contracts and revenue growth. 

Skills and Competencies. 

• Strong leadership and stakeholder management skills. 

• Excellent communication and interpersonal skills. 

• Ability to manage multiple priorities and clients simultaneously. 

• Analytical and problem solving mindset

• Experience of using and manipulating data to increase transparency and awareness of service performance. 

• Strong customer service skills and a proactive and adaptable approach to service delivery. 

• Knowledge and experience of IT Service Management (ITSM) frameworks such as ITIL. 

• Knowledge and experience of Service Desk solutions, preferably JIRA. 

• Knowledge and experience of Azure stack is preferable. 

Qualifications and Accreditation 

• ITIL 4 Service Management certification.  

Our Values

• Doo Good Work: We strive for excellence in everything we do.

• Doo Explore: We embrace curiosity and are eager to learn and grow.

• Doo Innovate: We challenge the status quo to build smarter solutions.

• Doo Together: Collaboration is at the heart of our success.

• Doo Own It: We take responsibility and deliver with integrity.

• Doo The Extraordinary: We go beyond expectations to achieve the remarkable.

What's in it for you?

You’ll be joining our established team, working remotely. It is an engaging environment with lots to get involved with including regular lightning talks, dedicated time to explore new tech and a variety of social groups and events. It all adds up to a vibrant and rewarding place to work with an inclusive and exciting company culture. 

• 25 Days holiday, increasing over time

• Latest Apple kit

• Training and certifications including networking opportunities

• Opportunities for career growth and advancement in a fast-growing company

• Dynamic and collaborative work environment with a focus on innovation and creativity

• Access to our EAP (Employee Assistance Program)

• 1 Social impact day per year for volunteering 

• Cycle to Work 

• Team Member Discounts at Perks at Work

• Find us a Dooer Referral Scheme (£1,500 per Dooer)

• Dootrix offers fun and frequent social events, both in-person and virtual

The Package

£53,700 - £58,900 FTE (salary will be pro-rata for 20 hours per week)

Interested?

Then we’d love to hear from you. Please send us a Personal Statement and CV to people@dootrix.com

** Strictly no agencies at this time.