Senior Delivery Manager (Remote)

Job Title: IT Service Delivery Manager (SaaS Solutions)

Package: £65k + Flexi-time + Private Healthcare

Location: Remote/Nottingham (with some travel required)

Overview:

We are currently seeking a IT Service Manager on behalf of a leading high-growth SaaS company in the renewables space. This is a fantastic opportunity for a highly motivated individual to take charge of service delivery and ensure that customer expectations are met and exceeded. The ideal candidate will have a strong understanding of SaaS solutions, excellent analytical skills, and the ability to drive continuous service improvement while acting as the main point of contact for customer stakeholders.

Company Overview:

Our client is a fast-growing technology company, dedicated to providing innovative solutions in the energy sector. With a focus on delivering exceptional customer experiences, they are looking for a service-focused leader to join their team and help enhance their service delivery capabilities.

Key Responsibilities:

End-to-End Service Management:

• Oversee the delivery of specific SaaS services, ensuring they meet or exceed agreed-upon service levels and KPIs.
• Take ownership of Problem Management, identifying potential issues and ensuring they are addressed to minimize impact on service delivery.

Service Performance & Improvement:

• Use your analytical skills to gain a 360-degree view of the service, identifying performance issues and opportunities for improvement.
• Conduct regular capacity reviews to identify bottlenecks and implement proactive solutions.

Service Management Processes:

• Continuously refine and improve service management processes and procedures to ensure operational efficiency and effectiveness.
• Drive initiatives to improve service quality, reliability, and customer satisfaction.

Cross-Functional Collaboration:

• Work closely with Product, Engineering, and Service teams to identify and implement service improvements.
• Support the Incident Manager during major incidents, ensuring rapid resolution and effective communication with customers.

Customer Focus & Communication:

• Act as the face of the service to customer stakeholders, providing clear, concise communication about service performance, improvements, and incidents.
• Build strong relationships with customers and internal teams to foster collaboration and service excellence.

Key Skills & Experience:

• Proven experience managing and improving service delivery processes in a SaaS or technology environment.
• Strong customer focus with a commitment to delivering quality service.
• Excellent analytical skills with the ability to interpret data, understand performance metrics, and make informed decisions.
• MUST have the ITIL certification
• Proactive problem solver, with the ability to anticipate and address service issues before they escalate.
• Excellent communication skills, able to simplify complex issues and influence senior stakeholders.

Next Steps:

If you are a proactive IT Service Manager with a passion for delivering exceptional SaaS solutions and improving service quality, we want to hear from you.

Apply today to join a company that values innovation, customer satisfaction, and teamwork.