Service Delivery Manager

What we are looking for

Full-time, Hybrid,  Permanent, Competitive Salary 

ROCK is a market leading Tech Consultancy based in Bridgend with offices and clients spanning the whole of the UK. With the opportunity to work with household name clients and make a big impact in a short space of time, ROCK offers a unique career path with over 70% of our team progressing within their first year in the business.

The Service Delivery Manager works self-sufficiently and alongside multiple multi-disciplinary technical teams to ensure the highest levels of service delivery for our most valued Clients, ensuring that Client relationships thrive and grow over long terms.

As a person of significant responsibility within our Service Management department; the role is vitally important to the business, and the Service Delivery Manager is responsible for management of SLA- and financially-impacting workloads which support business growth and the overall success of the Service Delivery Management function.

Some of the great things ROCK did between 2021-2022.

  • Supported 19 causes 
  • We increased our average salaries by 17.7%
  • We've created a ROCKstar Committee which is a platform for our employees to have a voice and form a great culture
  • We've welcomed 42 new ROCKstars into the business

Responsibilities:

  • Responsible for evangelising and ensuring best practice, ITIL v4 aligned Service Delivery through management and ownership of ROCK’s ITIL practices.
  • Responsible for management of clients in the context of relationship and experience management
  • Responsible for overseeing every element of service delivery for clients from handover to BAU and up until end of life
  • Responsible for overseeing client reporting and BI for clients, reporting and reviewing SLAs and quality of service delivered
  • Responsible for leading client review meetings and continuous improvement initiatives; proactively managing and encourage Continual Improvement across Service Delivery, Service Desk and Project teams to deliver better quality of services to ROCK Clients; with a focus on value co-creation
  • Responsible for managing query/dissatisfaction only complaints relating to service levels, and assigning the necessary actions
  • Responsible for ensuring major incident management processes are followed

Essential skills & experience

  • An excellent communicator with the ability to influence at a senior level
  • Strong organisational skills and ability to manage complex workloads and multiple and shifting priorities
  • Confident, ambitious and energetic with a persuasive manner and the ability to use your initiative
  • Strong customer service skills

Desirable skills & experience

  • Educated to a degree level
  • ITIL knowledge or certification
  • Experience of working within a Managed Service environment
  • Experience with reporting
  • SLA Management

 

Benefits to shout about

  • 25 days annual leave plus bank holidays
  • Enhanced Sickness Scheme
  • Employee Referral Programme
  • Annual well-being allowance
  • Award winning ROCKstar culture
  • Free independent financial advice
  • Dress down Fridays

Apply now

Benefits

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Fancy a break? We offer 25 days holiday and bank holidays on top. We also offer a holiday exchange where employees can buy and sell holidays.

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We offer flexible working hours, and all our employees can take advantage of working from home each week, whilst certain teams are able to work from home full time.

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Our employees are at the heart of everything we do. We offer a wellbeing allowance each year to be utilised on activities that promote mental and physical wellbeing, in addition to a Cycle to Work scheme.

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We offer market-leading training for all of our employees; especially our sales and IT training programmes, which offer particular opportunities to develop skills and progress within the organisation.

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We are unique. Our award-winning culture is employee centric, with exciting cash and bonus incentives, events and team bonding ever present.

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We offer a pension with a market-leading provider; a company sick pay programme including income protection and death in service payment.

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A large number of our team are involved in community initiatives, using work time to make a positive impact on our people, communities and the planet.

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"ROCKstars" is our unique approach to having fun and this is a huge part of our success. We celebrate as many events and occasions as possible and this creates an electric working environment. 

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Promotion and pay is critically important to us. In 2021-2022 our salaries increased by an average of 17.77% and 78% of people were promoted within the first 12 months of starting at ROCK.

© 2022 ROCK. All rights reserved.

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