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

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.

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.