Senior Service Delivery Manager  

About the role

As a Senior Service Delivery Manager, you will have Service Delivery ownership of one of our key enterprise accounts. You will be the primary point of contact for client stakeholders and provide strategic direction and leadership to our technology teams supporting the environment. This will be done by overseeing the implementation of service delivery best practices and standard operating procedures to optimize service quality and efficiency within the team. You will be able to establish and maintain strong relationships with the client, acting as their primary point of contact for service-related matters. We are seeking someone who has a strong technology background and understanding, a person who can be flexible and both an inspirational leader but great team player.  

Key Responsibilities

The role requires an individual with a strong technology background and understanding, core duties and responsibilities span the following areas. 

Team Leadership and Management: 

  • Lead and manage a team of IT and Network engineers providing 24×7 service to an enterprise managed service customer 
  • Provide guidance, mentorship, and support to ensure contractual compliance whilst fostering team development 
  • Create a collaborative and motivated work environment, develop interdepartmental collaboration 
  • Oversee onsite technical support for retail and enterprise clients 
  • Assist with project implementation, ensuring seamless execution

Client Account Management:

  • Build and maintain strong working relationships with customer stakeholders 
  • Identify revenue generating opportunities, work with presales and architecture functions to develop customer proposals 

Service Delivery:

  • Act as an escalation point for Customer issues ranging from Incident management to Contractual negotiations 
  • Ensure contractual compliance against SLAs – incident response & resolution
  • Proactively engage and understand their evolving needs and ensure that our services align with their business requirements
  • Monitor and analyse service delivery metrics, including SLAs, KPIs, and customer feedback, to assess performance and identify areas for improvement 
  • Collaborate with internal teams to resolve service delivery issues and implement corrective actions in a timely manner 
  • Drive initiatives to enhance service delivery processes, reduce operational risks, and increase overall service efficiency 
  • Implement preventive measures to minimize the likelihood of future escalations and customer dissatisfaction 

The Ideal Candidate

About You

You must also have first-class skills in written and spoken English with excellent grammar, along with an organised approach and an ability to prioritise.

Due to the nature of our client, you will need to pass a background check to BPSS Standard – applicants that do not meet this requirement cannot be progressed. If you are unsure on your eligibility for BPSS please contact us at hr@trustsystems.co.uk 


Applicants must be authorised to work in the UK.


Full UK driving licence and own vehicle required.

Key Skills, Experiences & Qualifications

  • This is a technology focussed role – although you won’t be expected to implement technology solutions independently you will need a technical understanding spanning IT and Networks technology tacks 
  • Ability to work well in a high-pressure environment, whilst maintaining focus, sense of urgency and decisiveness. 
  • Demonstrates relationship building, motivation and influencing skills to achieve results 
  • Excellent attention to detail, observation, listening skills, and persistence 
  • Excellent verbal, written and listening communication skills 
  • Experience working for an IT Service Provider or Managed Services Organisation, managing multiple end-user accounts 
  • Proven track record of providing excellent customer service to SLAs and experience of managing key customer relationships within a service management type role. 
  • Possess mature interpersonal skills and is successful at developing and managing relationships at all organizational levels, both internally and externally. 
  • Good documentation skills, specifically with regards to internal and customer processes 
  • Experience managing contracts through their entire lifecycle, from negotiation to exit 
  • Exceptional stakeholder management skills 
  • Experience using and administering ServiceNow would be advantageous but not essential 
  • To demonstrate an understanding of Trust Systems ISO certifications and the obligations within this role    

How to Apply

If you have the skills and experience required for this position, please email your CV to HR@trustsystems.co.uk and provide a cover letter or any supporting documents.

Benefits

Along with a competitive salary, we offer:

  • Life insurance
  • Company pension
  • Annual bonus scheme based on personal & company achievement
  • Support to develop role and career with regular one to ones
  • Company events
  • Health/medical insurance
  • Electric vehicle scheme
  • Breakout area with pool table*
  • Free lunch/tea/coffee/fruit every day*
  • On-site parking*

*at Cirencester Head Office