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Service Delivery Manager


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Life at Chess

Is Customer Service Your Passion?

In Top 100 Best Companies to Work For, for 10 year

Alderley Edge

Up to £40,000

Full Time

Chess are looking for an experienced and results driven Service Delivery Manager to join our Customer Support team based in Alderley Edge. The SDM is responsible for managing a portfolio of customer accounts with annual account revenues between £500k and £4m.

Success in this role will be demonstrated through managing provisioned Chess services to contracted service levels to a customer/portfolio of customers, delivering a high level of customer satisfaction underpinned by CSI initiatives and developing a value-add proposition. Ultimately, you will ensure customer retention, growth and transformation is delivered over the contract period.

The SDM will fully understand the contract, commercials and SLA's/KPI's within their Customer portfolio and support the understanding of these within the wider Chess business.

In Top 100 Best Companies to Work For, for 10 years

Chess are one of the UK’s leading Voice, Connect, Cloud, Cybersecurity and Digital solution providers, helping over 30,000 businesses grow through innovative technology and expert advice.

Not only do we pride ourselves on our award-winning service, we are also extremely proud to have been placed in ‘The Sunday Times 100 Best Companies to Work For’ for 10 consecutive years.

“a GREAT place to work, a GREAT place to be a customer”

Duties to include but not restricted to:

  • Own, manage and communicate the operational relationship with assigned clients
  • Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives
  • Lead internal and client meetings with thorough documentation and rigorous follow-up
  • Manage client and project documentation, communications, meetings and required meeting follow ups
  • Track metrics around infrastructure performance and service related requests and KPI’s
  • Continually seek to improve service delivery performance
  • Prepare and present service reports to clients as and when required
  • Create, implement and track relationship roadmaps with the Customer Relationship and Account Managers
  • Help create and execute on the overall vision for service delivery and client satisfaction (CSAT/NPS)
  • Determine areas for process improvements the client
  • Work with key stakeholders to implement and document
  • Supporting the CRM’s with calls, emails and ticket queries

Skills & Qualities you will need to demonstrate:

  • 5+ years of proven experience in a Service Delivery role (or similar capacity) dealing with complex, technical implementation projects
  • More than 2 years' experience managing Customer Accounts
  • Proven management of annual account revenues (ARR)> 500K
  • Knowledge of Managed Services methodologies
  • Strong knowledge of telecoms including Leased lines, MPLS, Cloud PBX, on premise phone systems
  • Strong understanding of the IT industry, infrastructure systems, hosting, firewalls, cyber security
  • Proven ability to manage the SIP and CSI processes for a customer portfolio
  • Ability to manage administration and multiple tasks in an accurate and timely manner, often against deadlines
  • End to end contract knowledge and management
  • Stakeholder management skills
  • Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience
  • Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations

Desirable Requirements:

  • Proven management of annual account revenues (ARR)> 1.5m
  • Flexible with location and able to travel
  • Able to work out of hours and on weekends as required
  • Able to effectively handle complex customer relationships and negotiations
  • ITSM/ISEB professional Certified
  • Direct experience in the Data Warehousing, Business Intelligence and/or Cloud
  • Bonus Points: Experience in a client support and advisory technical role (Solution architect, system administrator, technical account manager or equivalent).

Main skillset of role:

  • Leadership & Management
  • Stakeholder Management
  • Account Management
  • Financial, Commercial & Contract Management
  • Service Improvement & Value Creation
  • Performance Management
  • Reporting & Governance
  • Operational Contract Management

Package Details:

Basic salary: Up to £40,000 depending on experience

Benefits include: Pension, Health Care, Life Assurance and Loyalty Scheme, Company Online Benefits – where you can save money on almost all of your lifestyle expenses from buying a car to eating out in a restaurant. In addition, we offer free food each day for breakfast club (and lunch at certain sites) and we have wellbeing social clubs with the options to do things such as Yoga, Running, walking.

Hours: 37½ hours per week Monday to Friday, normal office hours apply.

Holiday Allowance: 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.

“Play Your Part”

Our growth creates opportunity for everyone to progress their career, to develop knowledge and skill, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. We believe that “if you’re not growing, we’re not growing”.

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Please email your CV and covering letter to our Recruitment Department at: recruitment@chessict.co.uk.

Upon submission of your completed application to Chess ICT, either through direct application or speculative, you hereby agree to the processing of your personal information as per the guidelines set out within our Privacy Policy and to allow for the seamless and secure processing of your information throughout Chess ICT’s recruitment and hiring practices.

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