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    Service Delivery Manager - Cardiff, United Kingdom - Focus Resourcing Group

    Focus Resourcing Group
    Focus Resourcing Group Cardiff, United Kingdom

    5 days ago

    Default job background
    Full time Administrative
    Description

    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.
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