Service Delivery Manager

Symity, part of the Charterhouse Group, specialise in design, deploy and support of Video or Audio Conference Rooms and Unified Communication platforms. Our IT Professional Services organisation, they’re trusted by UK and European businesses thanks to their specialism across all areas of Microsoft Teams.

For more than 27 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

This role is within the Service organisation and reports to the Head of Service Delivery. It will be delivered by a person with previous experience of customer focused operational service delivery, and who has a good knowledge of service principals and believes in a customer experience lead approach.

The role underpins the wider ITIL Service Delivery competency. Effective Customer Service Delivery is critical to the success of Symity, enabling us to deliver services under contract, manage risk and provide superior quality services over our competitors, that meet our clients’ needs, and drive business growth through an increase in recurring annual profit. Its therefore important that our service delivery is effective, consistent, prepared, and courteous.

An ability to effectively communicate with customer key stakeholders, collaborate with Sales Account managers and work hand in glove with colleagues, is necessary to carry out the many responsibilities of a Service Delivery Manager. The primary responsibility of the Service Delivery Manager is to ensure Symity managed service customers are receiving the high-quality level of service agreed contractually, whilst under contract and that customer stakeholders can articulate the value that Symity brings to their organisation.

The Service Delivery Manager needs to ensure the Head of Service Delivery stays apprised of any key issues and high risks associated with customer service and offer tangible and, whenever possible, data-driven mitigations and plans of action to improve the scenario. In addition to supporting business-wide goals, regular and effective communication between service management and key internal Symity business stakeholders is important to influence decisions taken earlier in the customer lifecycle which are likely to impact service delivery at a later stage. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work well with others under pressure.

Our focus has always been on connection and collaboration, which is why we offer the ability to work from home or within any of our offices based in Liverpool, London or Peterborough.

Requirements

• Assure customer service excellence is delivered through effective engagement, working with colleagues to build understanding on resolution and ensuring the customer understands the context from reporting.
• Coordinate all relevant stakeholders, including the support desk team, customers, including other cross functional teams that have client touch points alongside service delivery, to provide a joined-up customer experience.
• Engage with customers at the start of new projects, where additional services are to be deployed into an existing customer’s live service. Work with the project team to provide relevant operational context, that supports and ensures consistent customer service relations and key communications.
• Service level insights o Client discussion on their perception of our overall Service levels (including our backed off vendors). Where required gather information for SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis) and Gap analysis.
• Feedback to the Service Desk Manager our specific customer’s experience for review and action. Which can include benchmarking, SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis), Gap analysis.
• Feedback to our vendors on specific customer service levels and experience for review and action. Which can include benchmarking, SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis), Gap analysis.
• Ownership of Client Service review meetings (SLA data collated with Service Desk Manager and engineer attendance where necessary).
• Responsible for client liaison with P1 tickets and coordination with engineers & Service Desk Manager for response.
• Client focused support ticket quality control / delivery oversight (high value P1 / P2 incident management).
• Key point of support escalation for the client.
• Ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident Review and RCA owner.
• Ensuring that all processes and communication standards are used with clients, and are appropriately documented, consistently reviewed, and regularly improved. (Both for owned and where a stakeholder).
• Maintain relationships with third-party vendors including our outsourced meeting room partners in conjunction with other Partner managers and Service colleagues.

Benefits

We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.

We will be shutting down for Christmas from the 22nd December 2023 and will return on the 2nd January 2024. We endeavour to respond to all queries and applications in the New Year. Thank you for your patience and understanding during this time.

We want to wish you a very Merry Christmas and wonderful New Year.