Junior Service Delivery Manager

Job Description

Are you our next Junior Service Delivery Manager Are you looking for an exciting new opportunity in a fast paced, but rewarding environment As Junior Service Delivery Manager you will act as the voice of the customer across the business, you will be responsiblefor establishing and maintaining operational relationships with our customers to provide exceptional end-to-end service support. You will need to drive continual service improvement and make certain we deliver against our contractual commitments and ensureall support staff are meeting and exceeding service standards.The junior service manager is a mainly desk-based role with occasional travel to client meetings. They will be supporting the Service Delivery Managers with management of our strategic customer accounts.Junior Service Managers oversee the Customer Satisfaction process, minor complaints, creating Service reports, service request and minor works process, service improvement planning and acts as a liaison between Service management and other Glide Departments.The Junior Service Manager is responsible for ensuring services to these clients are delivered in accordance with agreed contractual agreements. The role focuses on providing value to all Customers, continual service improvement and maintaining the highestlevels of customer satisfaction.Responsibilities:

• Cultivating excellent customer relationships with our accounts, building trust and confidence in our services.
• Service review management, planning, preparation, reporting, CSAT management, using customer feedback to ensure customer needs continue to be understood, sharing the output with all key stakeholders to enable their current and future needs.
• Reporting of performance against internal KPIs and SLAs and identification of Service risks and mitigating actions with the support from key stakeholders.
• Ensure service improvement plans are in place to drive continual service improvement to enhance our services and support, driving customer excellence.
• Working with Project Delivery teams, hand hold all customers through service delivery from contract through to successful transition of services from delivery into support.
• Ensure clear customer service and communications plans are in place for all accounts with clear escalation contacts for each party.
• Drive efficiencies through incident management processes to reduce end-to-end fix times, escalations and increase customer satisfaction
• Profile our strategic accounts and ensure their strategic aims are understood and shared internally to ensure our products, services and support are aligned to support those aims.

Personal Skills:

• Passionate about delivering customer excellence
• Good understanding of IT Services and the products Glide provide
• Ability to build and maintain excellent customer relationships
• Ability to work on own initiative
• Flexible with the willingness to assist in all areas of Service Delivery
• Excellent communication skills (written and oral) at all levels
• Ability to work in a high-pressured environment
• Ability to drive through change
• Innovative in respect of service quality and ways in which it can be improved.
• Willingness to go the extra mile and always seek self-improvement
• Understanding of ITIL Incident, Problem and Change Management processes
• Strong planning and organisation skills.
• Problem solving, ability to quickly acquire knowledge in new technologies.
• Process improvement mind-set

About UsGlide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universitiesand biggest businesses in the country.The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from ourdemo room to the feature-rich properties of the future.We are specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers, and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. We are a big groupwith the energy and ingenuity of a small business.*BenefitsWe believe in our people - they are what makes Glide the best place to work. That is why we offer extensive benefits:25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday.Pension Contributions.

• Private Medical Insurance is available for every employee.
• Life Insurance cover.
• Discounted Gym membership for employees in the Clevedon and Stoneleigh offices.
• Cycle to Work scheme will be in place by August 2021.
• Opportunities to progress within the business.
• Long Service rewards: each 5 years there is a bonus.
• A generous employee referral bonus.