Service Delivery Manager

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts.   

Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer.  

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Requirements

Job Description below:

Accountabilities:   

• Ensuring that the contracted scope of support for designated Customers is clear and understood  

• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations  

• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally  

• Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimise complaints about service delivery  

Responsibilities:   

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary  

• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.