Service Delivery Manager

☞ RM plc

View: 101

Update day: 01-06-2024

Location: Abingdon South East

Category: Planning / Projects IT - Software

Industry: IT Services IT Consulting

Position: Associate

Job type: Full-time

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Job content

About RM

RM is the leading supplier of technology and resources to the education sector, supporting schools, teachers and learners, enabling the improvement of educational outcomes worldwide. We work across the industry from pre-school to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

Join RM and Learn What’s Possible for you in your career

What We Can Offer You
  • £50,000-£60,000 salary depending on experience
  • 25 Days Annual Leave (with an option to buy an extra days)
  • Performance related bonus scheme
What’s the purpose of the role?

As a Service Delivery Manager, your role is to ensure service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

What does the job entail?
  • Maintain positive relationships with customers.
  • Identify customer needs and overseeing service delivery within the business context.
  • Lead the service delivery team, manage conflict, and ensure the team’s processes and tasks are carried out efficiently.
  • Determine ways to reduce costs without sacrificing customer satisfaction.
  • Assess customer feedback and using your creativity to establish, improve, and refine services.
  • Remain organized and meeting deadlines.
  • Build partnerships and liaise with team leaders to determine the services, delivery criteria, and solutions for issues that may arise.
What are we looking for?

Service Management
  • Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation
Performance and Quality Management
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Technical Perception
  • Supervising desktop management teams to facilitate continual improvements in the desktop environment
  • Collaborating with technical design teams to set standards for software, hardware, and security
  • Making sure that anti-virus updates and patches are applied effectively and promptly
  • Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
What’s in it for you?

As well as a competitive salary, you could earn a performance related bonus and you would receive our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available.

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

At RM we are committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive and flexible workplace where all our colleagues can be themselves and succeed on merit.

At RM we recently introduced My Work Blend @RM which provides office based colleagues with multi location and hybrid working. As well as your office base you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.
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Deadline: 16-07-2024

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