Service Delivery Manager - Wilmslow, Cheshire, United Kingdom - Nasstar

Description

WE'RE RECRUITING

As one of the UK's fastest growing MSPs, we're on the lookout for an Service Delivery Manager - Team Leader

Location: Home-based with adhoc travel to client sites when required (UK only)

Salary: Competitive base + bonus + benefits

Job Type: Permanent

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today's business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we're pretty good at it... if we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn't be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

About the Role

The Engagement Team Manager provides leadership and direction to the Service Delivery Managers (SDM's) and act as a key contributor within the Service Delivery Management team.

You are responsible for the SDM's to ensure they deliver excellent customer engagement, develop strong relationships focusing on the customer service, SLAs, risk management and process with reference to ITIL principles, ensuring the success of the service provided and customer retention for their portfolio of accounts.

Performing a level of quality assurance for the work the SDMs perform with regular checks of a subset of Customer and Colleague facing collateral such as Service Review documentation and minutes as well as managing day-to-day functions as required.

You may also perform direct SDM duties for limited clients or provide strategic leadership for functions / frameworks within the Service Delivery Management department.

Responsibilities:

• Create a positive culture in your team, based on professionalism, pride and excellent service delivery management with focus on customer satisfaction, open communication within the team and driving collaboration with stakeholders both internally & externally.
• Focus on team development and performance. Engagement to promote high retention rates. Ensure a level of customer service that meets customer needs through establishing a clear operational framework, with consistent processes backed up by team meetings and regular 1:1's with members of the team.
• Continuous Service Improvement – Develop the team using mentoring and coaching skills using data sources such as KPIs, BSC's, live chat reviews, joining customer review meetings and direct customer feedback.
• Act as an escalation point and decision maker to ensure the smooth managment of the customer relationship.

What we are looking for:

• A proven track record of managing customer and stakeholder relationships at all levels in an indirect and direct customer facing role.
• Managed issue and problem resolution in a complex environment.
• Management of a team of minimum of 6 direct reports.
• Experience working with and adhering to processes & procedures
• Experience supporting tea members across a variety of locations and remotely.
• Experience of ITSM & CSM systems and automating processes
• Experience in issue or problem resolution
• Protected the customer and the service provider through effective Risk Management in a complex environment.
• Demonstratable exposure to Cloud and / or Communication technology sectors.
• Experience in building teams and ability at interview.
• Strong verbal and written communication skills, including presentation skills.
• Can plan and gain support to changing priorities. Can maintain levels of commitment both internally and externally through effective communication. Modifies own style to achieve optimum results
• Ability to work under pressure in a fast-paced dynamic environment, setting the behaviours and acting as an example to the team
• Takes ownership with an ability to set a clear direction for team's and functional areas to deliver a quality service. Inspires, influences, and motivates to set and achieve objectives.
• Establishes personal credibility based upon demonstrable added value by being able to present ideas and facts in a convincing way, gaining commitment and support to upselling services and business development opportunities.
• Influence's others and can change opinions and change the outcome of decisions. Strong persuasive skills and the ability to share a common goal, gaining buy in and commitment from the customer stakeholders, peers, the team and management across the business.
• Have the ability to quickly identify where additional technical expertise is required to resolve an issue and escalate accordingly.
• Ability to design and manage complex organizational structures and teams to facilitate high quality service delivery and operational efficiencies.
• Experience in responding to changing customer & stakeholder demands and operational challenges
• Can assimilate service performance and customer satisfaction data, from multiple sources to determine trends, prioritise issues and develop service improvement plans.
• Computer literate with experience of tools such as, or similar to ServiceNow, CRM and Microsoft Office.

What you can expect from us:

At Nasstar, we know the importance of looking after our employees – after all, it's the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

• 25 days' holiday (excluding bank holidays)
• Flexible working – it's important to maintain a work/life balance, as such, we will consider any written request for flexible working
• Virtual working – we practice what we preach and empower our people to work remotely
• Top tech – Leading services and solutions aren't just for our clients; we supply best-of-breed software and hardware for all our staff too
• 4x annual salary life assurance
• Health cash plan
• Retail discounts and other perks from major brands

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.