Support Manager
- Location: Warwickshire, England
- Salary: £60k - 70k per year + Benefits
- Category
- Sector: IT and Digital
- Contract type Permanent
- Consultant: Chris Fernyhough
Job Title: Service Delivery Manager (Service Desk / Support)
Location: Warwick (hybrid 3 days onsite / 2 remote)
Salary: £60K–£70K + benefits
Reports to: MD Of Digital
Overview:
Our client is an established digital consultancy who are scaling rapidly this year due to high demand for their products and services. As a result, they are on the look out for an experienced Service Delivery Manager to support its expanding product and client portfolio. This hands-on role involves managing customer queries, overseeing support operations, and ensuring smooth delivery of services and deployments across their client base.
Key Responsibilities:
Manage and triage support tickets, ensuring timely resolution and communication.
Monitor SLAs and KPIs, maintaining high service quality.
Lead offshore support teams to align with service standards.
Act as the main contact for clients on service-related matters.
Collaborate with cross-functional teams to resolve issues and support transitions.
Conduct incident reviews and root cause analysis.
Oversee service transitions for new projects and clients.
Drive service improvements and produce performance reports.
Skills & Experience:
Proven background in service delivery - specifically support management.
Experience with offshore teams and customer-facing roles.
Strong communication, problem-solving, and client service skills.
Familiar with Jira or similar ticketing systems.
Comfortable in fast-paced, agile environments.
Experience supporting critical, always-on systems.
Desirable:
ITIL certification or service management qualifications.
Experience in service transitions and onboarding processes.
What’s Offered:
Work on meaningful digital products that are game-changing
Supportive and collaborative team culture.
Career development and flexible working options.
Competitive salary and benefits.
If this sounds like you, please hit the apply button!