IT Service Delivery Manager - FINTECH - Woking - £50,000
Woking, Surrey
IT Service Delivery Manager - FINTECH - Woking - £50,000
- Permanent
Woking, Surrey
The details
This vacancy has now expired.
Start your job searchTitle: IT Service Delivery Manager
Department: Operations
Reporting to: Head of Customer Excellence
Location: Woking (3 days office, 2 days WFH)
Salary: £50,000 The Role:
This is a crucial role in the evolution of the businesses service offering. The individual needs a passion for high levels of customer service and for developing service offering.
The scope of the job will be to help to develop and introduce the Service Delivery function into the Customer Excellence department and to contribute to the design and creation of robust client and inter-departmental governance and processes. The Service Delivery function will be the focal point for all customer interactions within the department and will become the customer champion for all their needs, concerns and escalations. They, along with the rest of the department, will need to ensure that the service operates at all times within agreed SLA contract terms. As a result, the incumbent needs the following set of skills:
- A background in handling large enterprise customers, with a working knowledge of complex governance management
- A strong technical awareness and ability to lead deep dive technical investigations and problem solve
- Capacity to manage virtual teams, working towards a common goal
- A good understanding of the TSF vision and how it should be implemented using ITIL best practices
- Robust analytical skills to identify and report on emerging trends
This is an exciting opportunity to join the Customer Excellence department. You will be central to the successful delivery of customer service and timely incident management to customers. You will look for new opportunities to improve customer service and ensuring learnings from incidents are implemented to improve team efficiency.
You will have overall service responsibility for your customers, including communications, reporting and improvements with the continual goal of improving customer satisfaction.
Your Responsibilities
- Working closely with the Key Account Management team to understand the customer's needs ▪ Attend regular operational, service and business review meetings.
- Become a customer champion by delivering excellent customer service at all times
- Create and maintain continuous channels of communication, keeping the Head of Customer Excellence and Account Managers informed of all critical issues.
- When needed, serve as part of the escalation path for operational issues.
- Incident management - ensuring incidents are handled in line with internal procedures and effectively documented. In addition, handle all P1 incident communications both internally and externally
- Lead technical investigations into issues and problem areas and communicate progress to key stakeholders and produce technical root cause analysis documents
- Run, analyse reports and create action items to improve the service and ensure SLA achievement.
- Proactively propose improvement plans where gaps are noticed and participate in the wider review processes and workflow to diagnose areas for improvement.
- Building customer reports on service performance and emerging trends
- Overseeing customer service improvements (KII improvements)
- Maintain open communication with the support team to review team's status, metrics, possible issues/needs and proceed with actions. Also keep the managers updated on latest news, action plans, etc ▪ Create, implement, and maintain business processes.
- Full ticket ownership, inclusive of management and communication of, all the way through from being reported to being resolved
Skills & Experience
- Extensive customer service experience especially with enterprise sized customers
- Exceptional understanding of the ITIL processes and procedures
- Flexible approach to working hours when required, due to the global nature of our business
- Excellent interpersonal and public speaking skills
- Strong time management and prioritisation skills - good planning
- Robust analytical and problem-solving skills
Benefits
- Competitive Salary
- 25 days annual leave + birthday day + bank holidays
- Contributory pension scheme
- Life insurance
- Private health care
- Staff socials
To be considered for this position, apply now!
Related jobs
Salary:
£130,000 - £140,000 per annum + equity, bonus and benefits
Location:
Manchester, Greater Manchester
Industry
Education
Qualification
Fully qualified
Market
Executive Search
Salary
£125,000 - £175,000
Job Discipline
Private Equity Executive Search
Contract Type:
Permanent
Description
Marks Sattin Executive Search is partnering with a PE-Backed Multisite Education business to appoint a commercially astute and strategic CFO.
Reference
TA 3481
Expiry Date
01/01/01
Author
Executive SearchAuthor
Executive SearchSalary:
£130,000 - £150,000 per annum + equity and bonus
Location:
North East England
Industry
Business Services
Qualification
Fully qualified
Market
Executive Search
Salary
£125,000 - £175,000
Job Discipline
Private Equity Executive Search
Contract Type:
Permanent
Description
Marks Sattin Executive Search is working with a fast-growing, B2B business operating in a campaign and asset-led environment.
Reference
TA 3480
Expiry Date
01/01/01
Author
Executive SearchAuthor
Executive SearchSalary:
£140,000 - £150,000 per annum + bonus and benefits
Location:
City of London, London
Industry
Real Estate
Qualification
Fully qualified
Market
Executive Search
Salary
£125,000 - £175,000
Job Discipline
Private Equity Executive Search
Contract Type:
Permanent
Description
Marks Sattin Executive Search is working with a prestigious HNW Family Office based in Central London in search of a highly capable Finance Director
Reference
TA 3479
Expiry Date
01/01/01
Author
Executive SearchAuthor
Executive SearchSalary:
£140,000 - £180,000 per annum + equity and bonus
Location:
Oxfordshire
Industry
Technology
Qualification
Fully qualified
Market
Executive Search
Salary
£175,000 - £250,000
Job Discipline
Private Equity Executive Search
Contract Type:
Permanent
Description
Marks Sattin Executive Search is working with a high-growth, PE-backed international SaaS business.
Reference
TA 3478
Expiry Date
01/01/01
Author
Executive SearchAuthor
Executive SearchRelated articles

Teaser
TechnologyContent Type
Market Insight Reports
20/06/25
Summary
Our Technology Market Insight & Salary Guide contains market research analysis from 1,800+ industry professionals. This comprehensive technology industry report uncovers key trends across the
by
Edward Hall

Teaser
TechnologyContent Type
General
20/04/25
Summary
In the competitve UK tech landscape, securing top-tier softwared engineers is more than challenging than ever. The UK tech sector retains the number 1 spot in Europe and number 3 in the world as
by
Shammi Choudhury

Teaser
Commerce & IndustryContent Type
General
01/04/25
Summary
Transitioning from an accountancy practice into your first role in industry is a significant milestone in your professional journey. As a newly qualified ACA accountant, you bring a strong f
by
Hannah Spears