Service Delivery Manager

The Service Delivery Manager role at iCoTech is a key role within the organisation reporting directly to the Head of Delivery. This role is about ensuring our customers are supported effectively and efficiently through our Support & Iteration agreements. As part of this role, you will also be responsible for the continuous improvement of this line of business within iCoTech. Ensuring the appropriate processes are in place to sustain growth and scalability.

The role and responsibilities of the Service Delivery Manager, this is not an exhaustive list.

  • Supporting the Head of Delivery and the Delivery Team through the role of Service Delivery
    Manager at iCoTech.
  • Managing all live Support & Iteration contracts across Delivery. Being the single point of
    contact for the customer from a support capacity into iCoTech.
  • Responsible for the readiness of iCoTech to fulfil support & iteration commitments. From ticket
    raised to closure. This includes ensuring our ticketing system is online, with triage mechanism
    in place and the relevant resource available to action.
  • Ensuring the appropriate meetings are scheduled with customers throughout the course of
    the month. Ensuring periodic reports are updated and sent to customers appraising them of
    their SLA’s and KPI’s.
  • Responsible for the management of incidents and requests throughout the lifecycle.
  • Responsible for deriving and shaping what the SDM function will look like going forward.
    Preparing for scalability and ensuring the correct resource is recruited to support this key
    business function.
  • Producing the appropriate templates, documentation, management information and
    supporting artefacts that will underpin a successful methodology within Service Delivery.
    Responsible for a proactive support across the portfolio. Identifying vulnerabilities through
    periodic health checks.
  • Act as a liaison into Sales and the Key Account Manager’s when opportunities present
    themselves.
  • Own customer billing with the support of Finance to ensure the customer is billed correctly.
    Ensure that Value Add items are introduced to the customer with a view to ensure the
    relationship is maintained and Support & Iteration is resigned.

The successful candidate will have:

  • Proven Delivery leadership track record and excellent communication skills
  • Ability to liaise with senior stakeholders and be comfortable in an ever-changing environment
  • Be comfortable in an advisory role with clients
  • Exposure to understanding and managing complex project and program delivery
  • Ability to manage, motivate, pioneer, lead, exercise diplomacy, influence and collaborate
  • Articulate communicator and presenter
  • Setting clear expectations and delivering on promises
  • Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale
  • Power Platform experience is desirable

Employee Benefits

Working as part of a new, fun and vibrant team at iCoTech you will receive the following benefits:

  • 25 Days annual leave + Bank holidays
  • Mental Health/Duvet Day
  • Employee of the quarter awards
  • iCoValue Vouchers
  • Paid for Eye Tests
  • Charity days
  • Cycle to Work/Tech Scheme
  • Working Holidays
  • Training and development tailored to you
  • iCoHub – a collaborative office space
  • Thriving Cardiff Bay location for food, drink and entertainment
  • Employer pension contribution
  • Electric car salary sacrifice scheme
  • Monthly social events

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