Service Delivery Manager

Service Delivery Manager

UKFast

Over the past two decades, UKFast has grown from a start up to a multi-million-pound business. We are one of the UK’s leading cloud, managed hosting and colocation providers - supplying dedicated server hosting, private and public cloud hosting solutions, and a full range of technical and cybersecurity services.  Dedicated to innovation and providing world-class solutions, we help transform our customers’ businesses, bringing together cutting-edge technology with multi-award-winning customer service and support.  We support a full cross section of UK enterprise, from local businesses and charities, to global manufacturers and retailers, local and central Government, the NHS and the Ministry of Defence.

ClearCloud – UKFast Public Cloud

We bring together top tier technical advice (architecture/engineering/support) with a scalable commercial model to help customers make the most of the cloud.  We’re here to help people navigate the public cloud landscape using practical hands-on support, expert design, best practice builds and deployment all the way through to final delivery and beyond. We support customers wherever they are on their cloud transformation journey bringing expert guidance deliver certainty in Public Cloud.

The primary focus of the Service Delivery Manager is to ensure we are delivering amazing high-quality service to our customer base at all times.  The Service Delivery Manager will work closely with the Support team to exceed the SLA to our customers at all times.  

What challenges may I fact in this role?

The Service Delivery Manager will need to be highly organised and be able to prioritise work efficiently as requirements will come in from both client side and also internally.

The Service Delivery Manager is in a primarily client facing role so you will need to be confident in your own abilities to handle a wide range of customer requests and issues.  You will be required to deal with high pressure situations when responding to incidents, complaints and projects which need to have a quick turnaround. Occasionally you may deal with challenging customers, you must be able to remain patient, level headed and ensure you act professionally in these scenarios to help the client resolve their issue.

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Responsibilities:

  • Deliver exceptional customer service and own the relationship with the customer.
  • Ensuring customers are in contract and writing new SOW agreements – close working with the commercial team is essential here.
  • Customer on-boarding and working with project management
  • Creating and presenting reviews to client to discuss service, cost savings and planning for the future.
  • Regular client contact with continuous engagement and consultation
  • Evangelism and consultation of the customer’s business
  • Profiling and penetration - Keeping CRM system up to date with notes and profiling the customer for both sales and marketing use.
  • Point of escalation for client issues and complaints.
  • Attending and presenting at client meetings.
  • Contributing to continual process improvement across the support spectrum.
  • Providing advice for support teams on service related issues.
  • Responsible for the upkeep and improvement of the company NPS score.

 

What are the requirements? 

  • High level technical knowledge of cloud technologies.
  • Have previous experience of implementing and improving business processes.
  • Good attention to detail.
  • Level headed person, able to deal with high pressure situations.
  • Excellent communication skills.
  • Previous experience of complaint handling, incident / problem management highly beneficial.
  • High levels of organisation.
  • ITIL, Prince2 or any other Service / Project Management qualification is desirable.

 

Progression Steps:

As part of an ever-growing team opportunities to progress within the business will be highly possible. To progress you would need to meet the following criteria:

  • Show consistently high quality in call reviews.
  • To have developed a high level of knowledge of both technology and business systems / processes.
  • To consistently show willingness to provide support to other members of the team.
  • To have headed up a number of large internal change projects.
  • Have completed a relevant professional qualification, Prince 2, ITIL or any other Service / Project Management qualification.
  • Be regularly attending client meetings, presenting reports to clients.
  • Be a contributor in process change which results in better service across the business.
  • Show a high level of business acumen.

 

Who are our partners?

  • UKFast are on the board of advisors for Intel, Citrix and VMWare - We are asked to contribute to how the products develop.
  • VMWare Premier Cloud Provider partner -  Launch partner for VMWare’s Project Pacific
  • Global beta testers for HPE and their 3Par arrays – Launch partner for their latest arrays.  
  • Microsoft Gold partner
  • Red Hat Advanced business partner
  • LPI Approved Training Partner
  • Cisco Master Service Provider

 

What benefits do we offer? 

  • Birthdays off as an extra paid holiday
  • Private health insurance cover after one years’ service
  • Full paid maternity leave for first 16 weeks and full paid paternity leave for 2 weeks after two years' service.
  • Award-winning training and education centre with four full-time teachers to help you obtain accreditations, develop and learn.

 

What’s available at the UKFast campus?  

  • Pearson Vue test centre, sit your exams (Microsoft, RHEL, VMWare, Cisco, LPIC) and qualify in the comfort of our campus.
  • On-site gym
  • Sports clubs such as running, football and netball
  • Games zone with arcade games and retro consoles.
  • Free onsite parking
  • Table tennis and pool tables          
  • Team building experiences
  • Regular quiz nights and LAN parties
  • Family days out and cinema nights
  • Volunteer days to help support our community and charity partners
  • UKFast has an active and engaged LGBTQ community with group events and educational sessions arranged regularly
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