Service Delivery Manager
Not disclosed
Salary
Not disclosed by employer
£55,000
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 2132 (83% match) is an eligible occupation, with a going rate of £55,000, and ConnexAI is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Worth checking: this could also be SOC 4143 (Customer service managers, If managing customer service/helpdesk staff rather than IT services were the core.), which is not on the eligible-occupation list. Ask ConnexAI what the duties actually are.
About the role
Join us as a Service Delivery Manager and lead our mission to provide exceptional 24/7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer-centric support environment.
Responsibilities:
- Ensure our Service Desk delivers 24/7 support, keeps P1 incidents under control, and meets SLAs.
- Lead and support the team, helping them grow, perform well, and stay focused on the customer.
- Keep our incident and problem management processes running smoothly and look for ways to improve them.
- Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
- Solve problems, streamline workflows, and make support better for both the team and our customers.
- Manage performance and use customer feedback to make our service even stronger.
Who’s Suitable for This Role:
- Proven experience as a Service Desk Manager or in a similar technical support leadership role.
- Comfortable with help desk and remote control software, with a strong technical background.
- Excellent communicator, able to explain technical issues clearly to both technical and non-technical audiences.
- Customer-focused, with a drive to deliver outstanding support.
- Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Exceptional written and verbal communication to keep both the team and customers informed.
*This role involves both day and night shifts on a rotating schedule:
- Day shifts: 5 consecutive days
- Night shifts: 4 consecutive nights
- Friday, Saturday, and Sunday off after night shifts
About ConnexAI
ConnexAI is an award-winning Conversational AI platform. Designed by an elite engineering team, ConnexAI’s technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.
ConnexAI provides cutting-edge, enterprise-grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.
This description is the source posting as it read when we added it. We are not affiliated with ConnexAI, so check their own site for the current details.
Where this offer sits in the market
SOC 2132 · UK · ONS ASHE 2025 · ~204k in sampleSimilar sponsored roles
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About sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. ConnexAI holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 2132 going rate of £55,000. New-entrant and shortage discounts can lower it.