Service Delivery Manager

High Wycombe, Buckinghamshire
Holden Jones Ltd
An innovative, multi award winning company is looking to add a Service Delivery Manager to their team. They will be responsible for delivering a superb customer service to maintain high levels of client satisfaction and retention for maintenance contracts. The role in more detail will entail:

• Overall responsibility for the Service Desk performance and strategy
• Managing the service team to organise the scheduling of work for Technical Engineers with the assistance of internal Tech support
• Monitoring against SLA’s and KPI achievement
• Creating and delivering weekly reports and regular performance analysis
• Handle client complaints and manage escalations
• Coordinate the whole process of engineer call outs
• Onboarding new clients
• Oversee the management and updating of the job ticketing system

The ideal candidate will possess strong management and customer service skills with a minimum of 3 years operational experience. They will have the ability to coordinate and organise schedules for a team of field staff, post assessment from first line technical support. Attention to detail and being methodical in record keeping, whilst managing reporting is essential.