Northampton, GB, NN4 7HB
Service Delivery Manager
Service Delivery Manager
As a Bechtle Service Delivery Manager (SDM) at Bechtle, you will be responsible for service delivery to high-profile customers currently using Bechtle’s Managed Service platform. You will maintain and nature strong relationships underpinned by effective communications both externally and internally.
It is essential to understand the importance of process management and coordination skills, possess a ‘can do’ attitude and the capacity to thrive in a fast-paced environment.
You will strive for all-round service excellence into the customer list you are responsible for. You will fully understand your customers pain points, business goals and ensure Bechtle’s service is regularly reviewed to meet your customer requirements, whilst always looking for continuous improvement.
Job Role Responsibilities.
- Proactively manage the performance and communication of services provided to your customers ensuring we are on top of the daily challenges, meeting the operational service targets set and contractual compliance
- Be the voice of your customers internally at Bechtle, co-ordinate different teams’ efforts in delivering services throughout the lifecycle, be an escalation point and own the assurance of resolutions
- Support the on-going execution of IT Strategy Reviews and Technology Roadmaps developed by our technical teams for your customers, develop a detailed understanding of your customers organisations
- Ensure Bechtle adherence to service management principles delivered to the customer consisting of: Incident Management, Service Request Fulfilment, Asset and Configuration Management, Continual Service Improvement
- Lead regular meetings and service reviews with your customers (onsite/virtual), be the go-to and lead for all things relating to your customers service internally and externally
- Work with Account Managers and wider Solutions teams to identify new opportunities to grow our services footprint
- Keep on top of any hardware maintenance and software renewals that may impact your end customers business continuity
- Produce service reports or on-demand analytical reports, for both technical and non-technical audiences
- Identify and escalate any issue which exposes risk, strive for an above and beyond mentality into your customer base, finding solutions to problems as early as possible
- Highlight clear changes to process that will improve service delivery and performance, support your customer in planning both in the short and long term
- Self-motivated with a positive attitude
- Client-focused mindset and an exceptional drive to exceeding client expectations.
- Exceptional communication and interpersonal skills, both written and verbal, with the ability to communicate complex technical concepts or issues to both technical and non-technical stakeholders
- Good IT background gained from an equivalent role or similar
- Demonstratable understanding of service operations
- Strong problem-solving and decision-making abilities, with an operational and technical problem-solving orientation.
- Ability to work in a dynamic environment where hard work and fun are the key ingredients.
- Ability to work as part of a team and display teamwork.
What we offer
- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
- Competitive Salary
- Northampton – Brackmills Industrial Estate
- Culture – Social events, Supportive, Fun, Hard working
- Perks – Incentives (holidays, vouchers, lunches, spot prizes)
- Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
- Subsidised health care/medical benefits
- Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
Experience
- 2+ years in service delivery management within an MSP/reseller
- A University degree or good A-levels preferred but not essential
- Proven Track record in a similar role.
- Proven experience in managing corporate clients
- Minimum intermediary ITIL-qualification preferred but not essential. Additional technical or service operation-equivalent qualifications would be considered a plus.
Reports to:
Head of Service Delivery
Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935