Information Technology Service Delivery Manager

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

The Service Delivery Manager is responsible for developing and maintaining strong client relationships to drive client satisfaction overseeing a variety of ITIL related and client relationship duties. You will manage a number of client accounts, working closely with the Account Manager and the wider Node4 organisation to deliver ‘Exceptional Service as a Standard’.

This is a multi-department coordination role that focusses on delivering exceptional service for new and existing clients. You will act as the central point of contact for service delivery related issues for your aligned accounts.

What will you bring?

• Build collaborative and professional working relationships with colleagues, partners and stakeholders to ensuring the highest possible standard of delivery and achievement of Node4’s objectives and desired outcomes.
• Able to develop, support and promote the inclusive culture of Node4.
• Consistently demonstrate and champion ESaaS & L4 behaviours – acting as a role model & ambassador for Node4
• Develop good working relationships across all departments.
• Drive opportunities to add further value to the customer, team & wider business.
• Seek feedback & regularly reflect on own performance.
• Ensure knowledge share & best practice are common practice.
• Challenge the status quo, acting as a positive role for innovation.
• Ensure correct procedures and processes are followed.
• Take personal responsibility for and actively engage in product, systems and skills training and development.

Operational Responsibilities

• Deliver a high level of service and care to Node4 Managed Service Clients.
• To provide a primary contact point to customers and Node4 stakeholders for service delivery related issues.
• Understand the services to be delivered and all commercial and contractual obligations for your aligned accounts.
• Produce and collate service performance documentation for aligned customers on a weekly/monthly or quarterly basis to agreed timelines, ensuring compliance with the Node4 brand.
• Provide analysis, insight and recommendations for service and customer satisfaction improvements based on the service performance data included in the Service Report packs.
• Arrange and take the lead role in all service review meetings, both regular and ad- hoc.
• Ensure delivery of KPI’s and Service Level Agreements are in line with contractual obligations.
• Invoke escalation and jeopardy management procedures when needed to ensure that customer service issues are managed effectively and returned to standard operating service as quickly as possible.
• Agree, document, and ensure the subsequent delivery, of any customer Continuous Service Improvement Plans.
• Distribute customer facing Incident Reports as required, ensuring that any detailed technical explanations are communicated in such a way to enable full customer understanding.
• Contribute to any post incident investigation, including RCA, problem management and lessons learned. Initiating corrective action plans as required.
• Identify opportunities to solve customer business needs with Node4 technology solutions.
• Keep the customer informed of new product developments and services which may enhance new business opportunity.
• Manage Service Transition and associated onboarding of customers into Node4 Managed Services.
• Ensure service delivery is aligned and delivered to ISO certification standards.
• Due to the nature of the role, you may be required to support out of standard business hours activities according to business need

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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