ABOUT ASPIRE

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!
Our mission: To deliver technology like no other!

INTERVIEW PROCESS

We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.

• Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

ABOUT THE ROLE

We are looking for a Service Delivery Manager to join our Service Delivery team to ensure the delivery of high quality services to Aspire’s customers.
This is a crucial role that allows us to develop positive relationships with our clients; providing a mechanism to understand their ever-changing business requirements and how IT services can be best used to help meet those needs.
The Service Delivery Manager will take ownership for the overall service experienced by the customer, providing a personalised interface that focuses on ensuring the highest levels of customer satisfaction are achieved and sustained. You will manage complex service situations and work to continuously identify improvements to the way in which services are delivered.
Working collaboratively with customers in support of their IT requirements, you will be able to build long-lasting, mutually beneficial partnerships that focus on providing real value to customers to ensure that they continue to benefit from the services Aspire provide.
As a Service Delivery Manager, you will conduct an ongoing review of IT service, to help identify and implement opportunities for improvement and optimisation throughout the life of a client’s agreement, whilst also providing advice and guidance with regards to ongoing IT strategy and planning. You will work in conjunction with other internal departments and third parties to enhance business processes and implement positive change across the organisation.

WHAT YOU WILL BE DOING

• Provide a personalised interface for customers, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
• Conduct regular service review meetings with key stakeholders.
• As part of your service reviews and continual improvement, you will utilise your analytical skills from the ITSM data to identify, create and maintain service improvement plans
• Act as a point of escalation to manage and resolve service issues.
• Identify contract renewal opportunities and work with the sales team to ensure the highest level of customer retention.
• Ensure service delivery standards are continuously improved throughout all areas of the organisation.

YOU WILL SUIT THE ROLE IF YOU HAVE

• Previous experience of working within a customer-facing role and a good understanding of business objectives.
• Previous experience working within the IT / Managed Services sector with an understanding of the ITIL v4 framework.
• Understanding of customer business requirements and the ability to translate these into service deliverables
• Excellent analytical and communication skills along with the ability to build strong relationships with both internal and external stakeholders, including c-suite.
• Enthusiastic and resilient attitude with a flexible approach to work.
• A clear understanding of the importance and value of delivering high quality customer care.