Service Delivery Manager

Salary Competitive
The Service Delivery Manager will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved. The person will also work closely with the Head of Managed Service co-ordinating the delivery of services into a key enterprise customer.

Main Duties and Responsibilities:


Essential duties may include, but are not limited to, the following:


  • Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.

  • Being the main point of contact for customers, ensuring all queries are resolved or escalated in the appropriate manner.

  • Ensure that Service Levels comply with contractual deliverables on a day-to-day basis

  • Agreeing technical team assignment milestones and performance checkpoints

  • Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.

  • Facilitating a prompt response to requirements in line with customer expectations.

  • Work closely with Head of Managed Service in attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.

  • Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support

  • Assisting in the continual development of key maintenance clients both current and new generation.

  • Line management of technical delivery team.

  • Assistance with the planning and design of new installations

  • Help to build relationships with both internal stakeholders and partner organisations

  • Attend meetings as required to discuss service management

  • Contribute to the overall development of the company’s internal systems and customer base.

  • Out of hour escalation cover and participation in the Major Incident Management Process


Essential Criteria

  • Service delivery experience

  • Strong technical experience including but not limited to; 

  • VMware, Cisco, EMC, Citrix and Microsoft 

  • Willingness to travel


Desirable Criteria

  • ITILv3 foundation

  • Prince2

  • Line management experience


Person Specification

  • Articulate and a clear communicator

  • Be a customer advocate

  • Have the ability to converse technical terms and definitions to a non-technical personnel 

  • Good at report writing

  • Attention to detail

  • Enthusiastic and committed 

  • Interested in Continual Service Improvement

  • Assertive without being aggressive 

  • Good team player 

  • Good at multitasking 

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Working at

Novosco is a trusted provider of cloud solutions, managed services and consulting. Our consultants expertly evaluate and choose the most appropriate solutions for each customer's specific needs by leveraging a portfolio of public cloud, private cloud and hybrid cloud. Novosco solves business challenges for both public and private sector organisations by providing flexible, professional, and tailored IT managed services through its team of industry-leading experts and engineers.

Read more about Novosco

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