Service Delivery Manager - #2083468

Service Delivery Manager

Location: Digbeth, Birmingham (with potential relocation to the outskirts of Birmingham/surrounding areas in the near future). Frequent travel to customer sites, many in London.

Salary: £30,000 - £35,000, dependent on experience

Employment Type: Full Time, Permanent

Probation: 6 Months

This role will be primarily office-based throughout the probationary period. Following successful completion of probation, there may be the opportunity for a hybrid working arrangement.

A full UK driving licence and access to your own vehicle is advantageous due to occasional offsite customer meetings and future office relocation plans.

About the Role

We are looking for a highly organised and customer-focused Service Delivery Manager to join our growing team.

The successful candidate will be responsible for managing customer relationships, coordinating service delivery, supporting project implementations and acting as a key liaison between customers, suppliers and internal engineering teams.

This role is ideal for someone with previous experience managing customer accounts within a fast-paced technology, telecommunications or managed services environment who enjoys building strong customer relationships and delivering exceptional customer experiences.

Whilst the role is customer-facing, a strong technical understanding of telecommunications and networking is essential to effectively support customers and coordinate technical delivery.

About the Business

Bluemineral delivers telecommunications, connectivity, networking and managed technology services to construction and commercial clients across the UK and is experiencing significant growth, creating an opportunity for a Service Delivery Manager to join the team.

Key Responsibilities

Customer Account Management

- Act as the primary point of contact for a portfolio of customer accounts

- Build and maintain strong customer relationships through regular communication and service reviews.

- Manage customer escalations and ensure timely resolution of service issues.

- Identify opportunities to improve customer satisfaction and service delivery.

- Maintain accurate customer records and account documentation.

Service Delivery & Customer Success

- Ensure customer support requests are managed and progressed effectively alongside the Service Desk team

- Monitor service performance and coordinate activities required to meet customer expectations.

- Work closely with internal engineering teams to ensure successful delivery of services.

- Support service reviews and customer reporting activities.

- Proactively identify and mitigate risks impacting customer services.

Supplier Management

- Liaise with telecommunications providers, technology partners and third-party suppliers.

- Manage supplier escalations and service issues.

- Coordinate supplier activities to support customer project delivery.

- Monitor supplier performance and ensure agreed commitments are achieved.

Commercial Support

- Assist with quotations, renewals and contract administration.

- Support account growth opportunities through effective customer engagement.

- Identify upsell and cross-sell opportunities where appropriate.

- Support customer contract reviews and service discussions.

Skills & Experience

Essential

- Previous experience managing customer accounts within a fast-paced technology, telecommunications, MSP or service delivery environment.

- Excellent communication and relationship management skills.

- Strong organisational and prioritisation abilities.

- Experience managing customer escalations and service issues.

- Experience coordinating multiple activities simultaneously.

- Commercial awareness and customer-focused mindset.

- Strong stakeholder management skills.

Technical Knowledge

Applicants should possess a good understanding of:

- Business Networking

- Telecommunications Services

- Mobile Provisioning and Mobile Reseller Environments

- Cloud Telephony Platforms (e.g. RingCentral, Gamma Horizon, 8x8)

- Connectivity Services (FTTP, SoGEA, Broadband, Leased Lines)

- WiFi Solutions

- Microsoft 365

- Connectivity Troubleshooting Concepts

The successful candidate is not expected to perform engineering work but must be comfortable discussing technical solutions with customers, suppliers and engineers.

Desirable

- Experience within an MSP, ISP or Telecommunications provider.

- Experience using and general upkeep of ITSM tools (Halo ITSM)

- Knowledge of ITIL service management principles. ITIL Foundation certification preferred.

- Project coordination or project management experience.

- Experience working with Openreach, BT Wholesale, EE, O2, Vodafone or similar service providers.

What Success Looks Like

- Strong customer relationships and high levels of customer satisfaction.

- Effective management of customer accounts and escalations.

- Successful coordination of projects and service delivery activities.

- Positive supplier engagement and issue resolution.

- Commercial opportunities identified and supported.

- Consistent delivery of a professional and customer-focused service experience.

Benefits

- Comprehensive workplace pension scheme.

- 21 days annual leave + UK Bank Holidays.

- Training budget.

- Hybrid working on completion of probation period.