Service Delivery Manager

Job Description

boxxe is a growing technology business that must be driven and supported by the use of technology internally in order to achieve the goals that we have set ourselves.

Your Mission

boxxe strives to put customer satisfaction and outcomes at the heart of everything we do. Our Service Management team focusses on maximising the performance and continual improvement of the services that boxxe delivers. We design our services to maximise customer value, drive efficiency and ensure a smooth transition into our service delivery teams.

How you’ll fit in to the big picture

As a Service Manager, reporting to the Service Management Lead, you will manage multiple services across a variety of customers. You will work closely with other Service Teams, including the Project Management Team, the Service Desk and Technical Support Teams, to ensure all of the services we provide are world-class.

What you’ll be doing

• Managing multiple services, which will include:
  • Ensuring that all service teams follow agreed processes and procedures, including Incident Management, Request Management, Problem Management, Change Management and Event Management
  • Ensuring that your services meet contractual SLAs and service performance is maximised against any agreed KPIs
  • Ensuring that your customers access the services and escalate any issues correctly
  • Ensuring that your services meet the expectations laid out within their Service Design documentation, and that documentation is kept up to date
  • Attending relevant Change Advisory Board meetings
  • Escalating concerns or issues to the Service Management Lead where necessary
• Improving the services that you are responsible for, by encouraging input from everyone involved. This may include:
  • Proactively streamlining and improving internal processes
  • Ensuring services have viable Service Improvement Plans, and working with the Service Management Lead and the rest of the team to implement them
  • Leading management of service risks, ensuring that they are identified, managed, and have a clear outcome (such as minimised, eliminated, or accepted)
• Making sure that your Service Reviews demonstrate and evaluate general performance against SLAs, end user satisfaction, and customer outcomes
• Working with the Service Creation Team to design new services
• Working with the Project Management team to effectively transition services into live operation
• Working with services teams to optimise cross-functional collaboration and communication, including providing feedback and recognition
• Providing regular Service Performance updates or reports to the Service Management Lead and other internal stakeholders
• Visiting customer sites, or boxxe’s offices, when required

What experience we think you’ll need

• Experience in a service management role
• Experience working in the IT industry
• Ability to communicate clearly and accurately at all levels
• Ability to lead teams to success by documenting and following clear processes
• Excellent attention to detail and document/reporting writing skills
• Ability to work flexibly
• Ability to travel within the UK when required
• Experience in IT service management would be desirable though not essential
• ITIL 4 qualification and experience desirable

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.

boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.