Focus Group

Service Delivery Manager

Focus Group

full-time

Posted on:

Location Type: Hybrid

Location: Birmingham • 🇬🇧 United Kingdom

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Salary

💰 £60,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
  • Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
  • Establish and maintain clear, professional relationships internally and with customer stakeholders, acting as the voice of the customer
  • Gather client feedback, monitor satisfaction levels, and drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the service lifecycle
  • Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained
  • Support communication and provide assistance with planned works and maintenance activities
  • Maintain awareness of complaint handling processes and track customer complaints through to resolution
  • Maintain Service Operations Manuals or customer profile documents for named accounts
  • Maintain accurate records of delivered services and customer interactions to ensure compliance and manage risk

Requirements

  • Effective collaboration with team members across different locations using virtual communication tools
  • Strong administrative and reporting skills
  • Understanding of risk management for protecting clients and service providers
  • Broad Technical understanding of IT infrastructure, Cloud services, networking, and security
  • Strong leadership, communication, and stakeholder management skills at all levels
  • Experience operating in a fast-changing environment
  • Ability to influence stakeholders, change opinions, and impact decision outcomes with persuasive skills
  • Capability to integrate service performance and customer satisfaction data to identify trends, prioritize issues, and create improvement plans
  • Experience managing successful service delivery using SLAs, KPIs, proactive engagement, escalation management, and regular Service Reviews
  • Commercial awareness and acumen to prioritize customer demands and internal resources while managing customer growth and cost-to-serve
Benefits
  • Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
  • Give Back: Enjoy paid volunteering days to support causes you care about.
  • Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
  • Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT infrastructureCloud servicesnetworkingsecurityservice deliverySLAsKPIscustomer satisfaction datarisk managementreporting
Soft skills
collaborationadministrative skillsleadershipcommunicationstakeholder managementpersuasive skillsproblem-solvingadaptabilitycustomer advocacyrelationship management