Service Delivery Manager

We're hiring a Service Delivery Manager to lead the delivery of IT services for key customer accounts. The role requires strong stakeholder engagement, governance across Incident, Problem, Risk, and Change Management, and a commitment to continuous improvement.

Requirements

• Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
• Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
• Establish and maintain clear, professional relationships internally and with customer stakeholders, acting as the voice of the customer
• Gather client feedback, monitor satisfaction levels, and drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the service lifecycle
• Maintain accurate records of delivered services and customer interactions to ensure compliance and manage risk

Benefits

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday
• Give Back: Enjoy paid volunteering days to support causes you care about
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment