Service Delivery Manager
Your focus in this role will be to ensure delivery of a top-quality customer experience within Kineo EMEA’s Client Services function. You’ll take a leading role in defining, assessing and continually improving the superiority and profitability of support services. This will involve responsibility for service content (support products and their inclusions/exclusions), and defining the roles and responsibilities of our clients, users, and service providers.
Managing a team of up to 6, you’ll also ensure service quality, availability and timeliness, monitoring and controlling service risks. The role will be critical to our customer success, ensuring proactive partner relationships with clients, leading to enhanced satisfaction and retention.
About the role
Following ITIL best practice, you’ll establish clear goals for service delivery so success factors can be defined, measured and reported. This includes the design, integration and monitoring of Service Level Agreements (SLAs). You will also ensure sufficient and capable personnel resource is in place to satisfy ongoing service obligations, and that our internal and external supported systems (e.g. services portal and hosted client systems) are available for use in accordance with SLAs, working in partnership with the Technical Delivery Manager.
The role will also ensure that a proven Business Continuity Management plan is in place, for uninterrupted delivery of services from our local office(s) and remote data centre facilities. This includes proactive monitoring and control of risks that may impact upon our support service obligations, working in partnership with the Technical Delivery Manager. You will regularly review service provision, through analysis of client satisfaction data and feedback from key stakeholders in other business functions, in order to identify and implement any necessary improvements.
The role will also be accountable for quality assurance processes and procedures, making sure that they are documented, embedded and routinely reviewed, and that the resolution of problems always leads to the implementation of improvement measures e.g. as part of ISO9001.
You’ll need ITIL v3/4 accreditation to Foundation level, and you must be tenacious and customer-oriented approach to everything you do. With strong interpersonal skills, both colleague and customer facing, you’ll have proven team leadership and people management experience.
You must have the ability to understand technical jargon, and you must have strong commercial awareness. You’ll need the ability to think laterally and remain calm under pressure.
Our story and mission
The City & Guilds Group is a global leader in skills development. Our purpose is the same today as it has always been, to enable people, organisations and economies to develop their skills for growth. Backed by a Royal Charter, we have more than 135 years of experience in making sure that people can contribute to successful businesses and thriving economies.
Today, the Group consists of City & Guilds, ILM, Kineo, Digitalme, The Oxford Group and Gen2. Our businesses provide a broad and imaginative range of products and services that help people achieve their potential through work-based learning. Together, they set the standards for corporate learning, technical training and skills credentialing. Everything we do – from the way we work, our products and services, to our charitable investments – seeks to make a difference to individuals and communities around the world.
Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.
What we offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.
We welcome a discussion about how this role could work flexibly for you. For example work pattern, hours or location.
Next steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.