Service Delivery Manager
About Celestra
Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our clients' teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.
Scope & Purpose ???
Celestra are looking for a talented, driven, and experienced Service Delivery Manager to support the company through ongoing growth. The Service Delivery Manager is responsible for several key functions in the Support Team which enable the delivery of a high-quality service to end users. The Service Delivery Manager will report to the Head of Operations and will be responsible for leading and developing our Support Centre team.
Duties will include but not limited to:
* Develop a market leading service delivery strategy and operating plan using a strategic approach that integrate with the core offerings portfolio.
* Achieve agreed objectives for the Service delivery function including financial performance review (revenue growth and operating profit) utilisation and business development
* Lead both service desk and engineering teams to develop and build world class support services for all clients to ensure expecations and contractual agreements are met.
* Create and maintain an Annual service plan including investment budgets and service costs for all support servcies.
* Develop the appropriate governance structures for each process to include account reviews, performance reporting and contract alignment.
* In co-ordination with projects, evaluate new services, technologies and hardware that are to be deployed and transistioned into support ensuring the appropiate plans process and resources are in place.
* Close working relationship with colleagues within Celestra to deliver 'world class' support services.
* Provide leadership and motivation (including appraisals and staff development) and encourage and the service desk team to develop their skills and experience.
* Ensure transition and design of services from projects is delivered to timescales agreed and ensure successful transition into live support
* Create and manage successful commercial relationships with our clients to ensure a shared vision to deliver best in class service, enabling business growth and value for money.
The successful candidate will have/be:
* Demonstrable experience of providing service delivery management in a large complex environment operating a large number of outlets.
* ITIL qualified, preferably to management level
* The ability to work well within, and lead a team and develop good relationships with customers
* Ability to create, lead and motivate a team of high performing individuals
* A high degree of self-motivation
* Ability to work to tight timescales
* Good commercial awareness
* Excellent communication and facilitation skills
Benefits
* Salary between GBP55-GBP60k plus Annual Performance Bonus
* Hybrid working!
* Enhanced Pension
* Private Medical Scheme
* Company bonus scheme!
* Flu vaccinations
* Modern Offices fully equipped with Pool Table, Tennis Table, and even an on-site pub garden where we BBQ in summer months! Charity events & Team parties!
* Fresh fruit deliveries every Monday & Wednesdays, selection of cereals & toasts and onsite snack shop! Coffee van every morning at 9am with a selection of hot and cold food and beverages
* Team Hug every month where you could be up nominated for star of the month awards!
* Benefits portal offering discounts on retail, hospitality, cinema, flights and so much more! Cycle to work scheme
Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our clients' teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.
Scope & Purpose ???
Celestra are looking for a talented, driven, and experienced Service Delivery Manager to support the company through ongoing growth. The Service Delivery Manager is responsible for several key functions in the Support Team which enable the delivery of a high-quality service to end users. The Service Delivery Manager will report to the Head of Operations and will be responsible for leading and developing our Support Centre team.
Duties will include but not limited to:
* Develop a market leading service delivery strategy and operating plan using a strategic approach that integrate with the core offerings portfolio.
* Achieve agreed objectives for the Service delivery function including financial performance review (revenue growth and operating profit) utilisation and business development
* Lead both service desk and engineering teams to develop and build world class support services for all clients to ensure expecations and contractual agreements are met.
* Create and maintain an Annual service plan including investment budgets and service costs for all support servcies.
* Develop the appropriate governance structures for each process to include account reviews, performance reporting and contract alignment.
* In co-ordination with projects, evaluate new services, technologies and hardware that are to be deployed and transistioned into support ensuring the appropiate plans process and resources are in place.
* Close working relationship with colleagues within Celestra to deliver 'world class' support services.
* Provide leadership and motivation (including appraisals and staff development) and encourage and the service desk team to develop their skills and experience.
* Ensure transition and design of services from projects is delivered to timescales agreed and ensure successful transition into live support
* Create and manage successful commercial relationships with our clients to ensure a shared vision to deliver best in class service, enabling business growth and value for money.
The successful candidate will have/be:
* Demonstrable experience of providing service delivery management in a large complex environment operating a large number of outlets.
* ITIL qualified, preferably to management level
* The ability to work well within, and lead a team and develop good relationships with customers
* Ability to create, lead and motivate a team of high performing individuals
* A high degree of self-motivation
* Ability to work to tight timescales
* Good commercial awareness
* Excellent communication and facilitation skills
Benefits
* Salary between GBP55-GBP60k plus Annual Performance Bonus
* Hybrid working!
* Enhanced Pension
* Private Medical Scheme
* Company bonus scheme!
* Flu vaccinations
* Modern Offices fully equipped with Pool Table, Tennis Table, and even an on-site pub garden where we BBQ in summer months! Charity events & Team parties!
* Fresh fruit deliveries every Monday & Wednesdays, selection of cereals & toasts and onsite snack shop! Coffee van every morning at 9am with a selection of hot and cold food and beverages
* Team Hug every month where you could be up nominated for star of the month awards!
* Benefits portal offering discounts on retail, hospitality, cinema, flights and so much more! Cycle to work scheme