Service Delivery Manager position

About TiG

We believe specialist UK firms deserve the same level of service they would give their own clients.

We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business.

We have a desire to be the UK’s most trusted Cloud Service Provider, with a reputation for excellence in customer service and are experts in our field.

To achieve this, we have a relentless pursuit of excellence; take pride in our accomplishment; and have an appetite for more.

TIG Ltd, is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates for recruitment and development regardless of their age, sex, gender reassignment, race, religious beliefs or lack thereof, marital status, disability or sexual orientation or any other protected characteristic.

We aim to provide a working environment in which employees are able to realise their full potential and to contribute to its business success; we truly believe that diversity of thought makes us stronger.

We understand that each individual is unique and may have different personal circumstances; therefore we are happy to explore flexible working options to accommodate individuals’ preferences:

With us its personal:
not only for our Client but for our People too.

Job Purpose 

The Service Delivery Manager (SDM) primary role is to act as “the voice of the customer” regards the services we delivery to our customer base.

Working within the Managed Services department and reporting directly to the Cloud and Managed Services Director. The SDM is responsible for developing positive relationships with TIGs clients, acting as the conduit between the client and our operational delivery teams to make sure that the customer has the best experience working with TIG.

The main responsibility of the SDM will be to assist the Cloud and Managed Services Director with governance across all areas of TIG services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing an essential role in ensuring the highest level of operational service delivery.

The SDM will be responsible for the client reporting, incident management and assisting with the continual service improvement across the client base.

The key responsibilities for this role are below but these are not exhaustive as any other associated duties may reasonably be required.

Main responsabilities 

  • Act as a single point of contact for all service related issues and provide relationship ownership
  • Provide an escalation point for client issues and ensure prompt resolution through TIGs remote
    support centre and/or applicable third-party suppliers.
  • Ensure high levels of client satisfaction and perception are achieved and maintained with the TIG clients, through regular service review meetings and providing regular updates on minutes and actions
  • Develop the service with continual service improvement based on the specific needs of the client
  • Service enhancement suggestions through relationship and visibility exposure to improve the client’s
    needs and perceptions
  • Own the ECSQ (external customer satisfaction questionnaire) actions and recommendations
  • Take ownership and manage clients on a day to day basis, escalating issues where necessary
  • Monitor and report on the contractual services and service levels required to support and deliver services provided by TIG to the Clients
  • Ensure that the Customer reporting is created and correct within the timeframes of the clients contracts
  • Produce monthly/quarterly reports for the key clients which incorporates the contractual SLAs and CSIP
  • Provide trend analysis and recommendations based on the incidents logged with the TIG service desk
  • Ensure relevant Service Level Agreements (SLAs) are managed, monitored and adhered to
  • Work with the development team to streamline the reporting tool/format to enhance the reporting for all clients.

Apply by emailing hr@tig.co.uk

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