Service Delivery Manager

Role Details

Job Description

ROLE PROFILE  

SERVICE DELIVERY MANAGER 

Vacancy:  Service Delivery Manager 

Reference: SDM/LSB/01/2025 

Date:   06/01/2025 

Contract:  Permanent  

Hours of Work: Full Time (36.25 hours per week) 

Reporting to: Client Support Director  

Location: Hybrid working between home and our office in Lisburn, Northern Ireland (BT28 2EX)  

 

 

Xperience helps SMEs unlock the full potential of their business using Digital Solutions, built with Xperience. Our industry experts get to know our client’s business inside and out, exploring processes, pain points and people, to build tailored technology across Cloud & IT Services, Cyber Security, CRM, and ERP. With solutions designed around client operations, we provide the freedom to be more productive and focus on what is important for your business – without getting side tracked by the administration. At Xperience, we create digital solutions with the power to improve and protect your business, both now and in the future.   

   

Our people are what make us different. They are the primary reason our clients recommend us. Their unique skills and infectious energy help our clients focus on what matters most. Our people actively engage with clients using a collaborative style that prioritises teamwork and trust. As a rapidly growing business, we look for people who share our values (of integrity, collaboration, ambition and success) to come on our growth journey with us, and create an amazing career #BuiltwithXperience   

 

Competencies required for role:  

Building Relationships and influencing 

Treats employees fairly by applying consistent management principles. Demonstrates consistency between words and behaviours. 

Client & Commercial Focus 

Maintains clear communication and sets mutual expectations with clients to ensure commitments are met. 

Results Focused/Problem Solving 

Maintain team focus when under pressure and when plans and priorities change 

Judgement and decision making 

Makes quality business decisions based on data and facts, not emotion, and weighs up alternative solutions. 

 

Xperience is an equal opportunities employer. 

To apply for the role please submit your CV to [email protected]

Additional Information

About This Role 

 

We are undergoing an exciting time in our evolution and now seek a Service Delivery Manager in our Lisburn office to be responsible for delivering Service to the Xperience Group’s customers, taking ownership of the service management function and driving service improvement. You will lead and guide the team of approximately 18-20 employees from 1st to 3rd line technicians, including a Team Leader with 10+ direct reports. As an experienced Service Delivery Manager you will be responsible for the service desk function and driving service excellence through a skilled and enthusiastic team. You will contribute towards the capacity management of the service function and drive further profitability through process improvement. 

 

This role is also client facing; engaging regularly with our clients and acting as the escalation point for clients, owning resolution of client issues, as well contributing to team service capacity as required.  

 

Key Responsibilities: 

 

• Own the service aspect of the relationship with the customer. Act as a focal point for service improvement, escalation and development 


• Work with other SDM’s across the group to provide support / direction and bring about change as the group requires 


• Develop and implement service standards and procedures for the service team 


• Maintain and drive improvements in service delivery metrics 


• Provide regular reports for senior management of service achievement 


• Regularly meet customers to run service review meetings  


• Develop, mentor and support your team as required 


• Motivate, manage and develop the Service Desk and Field Service teams 


• Contribute towards the onboarding of new customers from a Service Desk perspective, ensuring the support delivered by the team transitions smoothly following project activities 


• Propose and deliver improvements to the Framework for Operational practices and services 


• Capacity and resource planning to ensure all Service Delivery KPIs and contractual commitments are exceeded 


• Assist with bids and pre-sales engagements


• Regular team meetings / check ins, both remotely and onsite 

Experience Required

Essential Technical Experience:   

• Proven career progression within an IT Services environment  


• Proven experience with these technologies:  


• Microsoft Windows Server   


• Microsoft Azure (including Microsoft Office 365) 


• Exchange 


• SharePoint 


• Microsoft Office 


• Experience of modern technical support practices and techniques (eg. ITIL)  


• An understanding of ISO 27001:2013 Information Security Standards and Processes  

• Experience in coaching and developing the skills of IT professionals 


• Excellent customer facing and communication skills 


• Problem solving skills and resilience to issues and influences outside of their control 


• Excellent team player, flexible, responsive, takes ownership and can work on the detail  


• Full driving license that allows you to drive in the UK and access to own vehicle for business use, for essential travel to client sites  


• Ability to live and work in the UK (unfortunately we are unable to sponsor visas)  

• One year’s experience previous hands-on experience with ticket management systems eg. ConnectWise 


• ITIL Foundation Certified 


• Previous experience of leading a team of IT professionals 


• Experience in resource planning and utilization, recruitment and employee training & development  


• At least two years' experience in a similar role 


• Previous experience working in an Managed Services Provider would be advantageous