Job title: Service Delivery Manager 

Based from: Gloucester 

Region covered: UK and Europe 

Reports to: Head of Operations 

Direct reports: Service Desk Manager, Technical Lead, Project Coordination Lead 

The Role 

As the Service Delivery Manager you will manage, educate and enhance the operational service delivery of the Technology team including the Service Desk and Onsite Support Engineers, to ensure that the required high standards of practice are adhered to. You will also build client relationships with the GBE Converge's customer base and consult on support services and manage the service delivery teams and progress their skills though development, training plans and appraisals. 

Duties and Responsibilities 

Team Leadership & Management 

• Building and maintaining effective working relationships and communications with stakeholders across the business in particular with the Technology Sales and Technology Projects Team 

• Responsible for the Continued Professional Development of Technology service order to build a high performing and motivated team 

• Leading and managing the Technology Service team, setting performance targets to deliver agreed priorities, operational targets, KPI's, XLA's SLA's and any other measures as set out in the organisational plans 

• Ensuring team members are aware of the company strategic objectives, mission and vision and how they can contribute towards them 

• Ensuring effective and detailed team briefings relating to communications from across the business including the Senior Leadership Team and the Senior Management Team 

• Liaising with interteams including the Out of hours services to ensure that clear channels of communication are maintained 

• Point of escalation for the Technology Team and support regarding customer complaints and issues; managing them quickly and to a satisfactory outcome 

• Creating partnerships with clients to understand needs and minimise any service misses 

• Reinforcing messages to the team about client service and satisfaction 

• Monitoring service levels to ensure delivery meets, and exceeds where it is cost effective, the contractual specifications 

• Supporting the Service Desk to achieve budgeted targets 

• Reviewing processes and procedures to ensure the team is operating in an efficient manner 

• Ensure Technicians Ticket/PDA usage is in line with Company procedures ensuring maximum efficiency and productivity  

• Ensuring Technicians vehicles are maintained in line with Company procedures and to ensure correct stock is available and all stock is stored within the vehicle safely and securely 

• Auditing timesheets, PDA analysis, etc. to verify site times 

• Carrying out service and performance reviews with Clients 

• Providing client reports in relation to service levels and KPIs/SLAs 

• Assisting the Technology Sales Managers with growing the service and small works contracts within the regions 

• Carrying out site surveys for service and supporting Sales with providing quotations in line with the business requirements and cost control related to contracts 

• Covering and supporting the Technology Project Manager when they are absent 

• Monitoring KPI data looking for ways to improve efficiency with a view to driving down costs 

• Managing overtime to make sure it is being used productively and charged upstream to the client 

• Proactively managing the team to ensure high levels of performance and attendance including toolbox talks, 121s and PDRs 

• Coaching team members to achieve positive performance through technical capability 

• Assisting with NSI audits and HSE audits around company vehicles 

• Ensuring uniform and PPE is issued and worn by all employees 

• Ensuring compliance with NSI standards, Company quality standards and client SLA's. 

• Where appropriate, implementing actions to protect the business and minimise non-compliance at all times - ISO, Cyber essentials etc.  

No job description can be entirely comprehensive, and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business. 

Person Specification 

Essential 

• Previous experience the industry with associated technologies 

• Advanced MS Excel Knowledge 

• Excellent people management skills with the ability to influence, coach, mentor and lead by example 

• Ability to challenge information 

• Demonstrable experience in achieving performance targets and driving performance through utilising metrics 

• Solid experience in effectively organising and coordinating multiple priorities whilst achieving tight deadlines 

• Highly resilient, responsive, and proactive, able to adapt to daily changes in workload and areas of focus 

• Excellent communication skills including preparing and delivering presentations 

• Good Knowledge of MS products, word, excel, PowerPoint and confident using IT software 

• Excellent attention to detail and problem-solving skills 

Desirable 

• Previous experience of operation service delivery  

• Previous experience creating and reporting on client contract profit and loss  

• Microsoft Qualifications 

• Experience in Connectwise or similar contract management software 

• Networking, such as CCNA 

• ITIL or equivalent 

• Prince2 or equivalent 

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. 

Working Conditions 

This role will require you to work in the open plan office in Gloucester. The role requires flexibility in working hours and may involve evenings or early mornings. Travel to client sites or other offices will be required within this role. The employee may be required to work nights, weekends and on public holidays to fulfil the job role.  

Group Compliance 

As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality, ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to: 

• Compliance to all legislative and British Standard requirements 

• Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required 

• Maximise customer satisfaction with the services provided by GBE Converge 

• Working to reduce, renew and recycle any waste on and off our sites including our offices 

• Protect the environment and ensure use of toxic materials is avoided where possible 

• Work to best safe practice and ensure actions do not cause harm unto themselves or others 

• Employees will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others 

• Ensure all minimum training requirement are met in compliance with the relevant ISO standards 

• Ensure that any Information Technology ‘incidents' are effectively reported and resolved in a timely fashion (internally or externally)  

• Maintain clear desk and screen at all times 
• Compliance to ensure no deliberate breaches in security information and/ or systems