Service Delivery Manager

Our established client is looking to recruit a Service Delivery Manager for an initial 6-month period and upon successful completion a permanent role would be available. The role is to ensure the service delivery and service support processes deliver a 24/7, 365 availability of a customer booking service in an effective and cost-efficient manner.

Duties:

Assist Line Manager in achieving maximum customer satisfaction in accordance with organisation plans and targets.
To increase market penetration and market share of company offerings & collections services
To lead, develop and manage the Service Delivery team all who work remotely throughout UK - optimising individual performance towards agreed goals and objectives with the aim of providing an elevated level of service to clients.
Responsibility for the development, performance, and delivery of the internal and external customer support for the organisation
Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
Maintain customer relationships, while improving response and delivery times
Create and present regular reports to Senior Management
Resolve any service problems and customer complaints.
Identify customer trends and help develop strategies to reduce the query rates.
Manage key performance indicators to grow the overall competency base within the team.

Skills:

Successful track record of operating at middle to senior management level within the service sector environment.
Keen focus on operational metrics
Can evidence success within service sector operating models e.g. Facilities management, catering sectors, or outsourcing office services.
Has managed a field-based work force.
Evidenced experience of leading change and process re-engineering
Well-developed analytical skills and proven ability of setting/achieving strategic objectives through performance management.
Highly self-aware and someone who has developed both hard and soft skills to drive their career.
Can evidence leadership within a CRM driven environment (may include a call centre environment)
Can evidence examples of clear passion for continuous improvement within our service delivery.
Experience of managing, motivating, and developing a multi-disciplinary workforce and harnessing the talents of employees at all levels
Financially confident in managing a P&L
Can work on own initiative.
Car driver - to attend meetings when needed.

Benefits

25 days holiday plus bank holidays rising to 28 days with length of service.
Life Assurance up to twice your salary plus Pension scheme (when permanent).
Benefits Platform / cash back and discounts.
Support from Mental Health First Aiders.
Employee Assistance programme - Care First.
Professional development opportunities.
Free on-site parking