Service Delivery Manager (12 month FTC)

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Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry's 'Confident Guide' sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

The role

We are looking for a Senior Service Delivery Manager to join us on a 12 month fixed-term contract. Natilik's Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. Looking after select key clients in our CcaaS team, this person will need to be highly motivated and client centric.

On a day to day basis, the Service Delivery Manager will:

• Work closely with our Account Directors forming virtual client teams to manage our client's account, ensuring on-time client renewals
• Produce, manage and maintain the client's service operations manual, outlining key contact points, SLAs, escalation paths, and bespoke operational procedures
• Ensure client's contracted deliverables from Natilik's service offering are provided within specific service level agreements
• Act as an escalation point to ensure that the appropriate functional activity takes place to resolve any issues that may arise
• Actively ensures that Root Cause Analysis is undertaken in order to drive improvement within the client's business
• Highlight to Account Directors additional service opportunities and associated SDM revenue streams through ongoing client interaction and knowledge of Natilik's Managed Service Catalogue

We're looking for someone passionate about client excellence who can thrive working in a fast-paced environment. The following skills would make for a great addition to our team:

• Experience in a Senior Service Delivery role within the Technology industry (external)
• Knowledge of CcaaS in a Service Delivery capacity
• An uncompromising level of commitment and passion for quality and client service delivery
• Excellent interpersonal skills and the strength to make things happen
• Knowledge or awareness of our ecosystem partners - https://www.natilik.com/solutions/customer-engagement/
• An adaptable approach to working with customers

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure
• Quarterly Awards and Bonuses
• Flexible Working Policy
• Competitive pension scheme
• Access to Financial Wellness support
• Industry-leading home working and mobility technology
• Private Medical Insurance
• Company shares (available after One year tenure)
• Medicash (Cashback Scheme)
• Retail discounts via Medicash
• Access to EAP scheme for you and your household
• Vehicle lease salary sacrifice scheme (available after One year tenure)
• Cycle to Work Scheme
• Annual paid volunteering day
• Enhanced parental leave
• Access to funding for additional qualifications and courses
• Access to paid study leave