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Service Delivery Manager

North East England

  • Reference: 385619
  • Job type: Permanent
  • Salary: £25,000 - £32,000

  • Location: Gateshead / Remote Working

The Company:



Founded in 2013 by Peter Joynson and Justin Short, Synergi continue to go from strength to strength. Their original aim of creating that next generation "born in the cloud" technology partner that provides independent digital solutions is certainly something that they are proud of achieving. 

Over this challenging year for many of their clients, Synergi's ability to help them improve productivity, efficiency, security, and insight has helped them grow their business offering. 

We are delighted to partner with Synergi as they continue to add additional team members across the consultancy which will enable them to continue to provide the service their clients have come to expect. 
 


 

 

The Role:


An excellent opportunity to be a key team player in a very successful business providing first class technology services to SME and large Enterprise customers. With the opportunity to learn and develop in a fast-paced organisation and help continually develop the services. The business has a culture of teamwork, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.     

 

Key Responsibilities:


Responsibilities

  • Produce monthly client report packs
  • Manage team performance to achieve and exceed SLA
  • Direct line management of 1st line team
  • Produce reports on contract profitability for renewals
  • Manage team development requirements
  • Handle escalated incidents and manage Major Incident Process
  • Drive behaviours and around correct time recording on incidents and service requests
  • Plan team rotas and cover schedules
  • Run daily team meetings
  • Attend appropriate client facing services reviews
  • Lead performance in customer satisfaction for the Service Desk against NPS and achieve targets
  • Look for opportunities to drive Service Desk efficiencies
  • Co-ordinate delivery of small project works
  • Oversee assignment of incidents and balance workload

 

Key Skills:


Skills Required

  • Strong communication skills 
  • Good relationship building skills
  • Experience with the Office Suite including Word, Excel and PowerPoint
  • Excellent time management and organisation skills
  • Strong customer service skills
  • Collaborative and teamwork ethic
  • Excellent attention to detail
  • Proficient in written and spoken English
  • Excellent people management skills
  • Lead client presentations on Service Delivery performance


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