Service Delivery Manager

Job Description

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

Your Mission 💪

As Service Manager, you will accelerate boxxe's growth by optimizing technical support operations with a focus on sustainability and inclusion. Lead critical process improvements and service expansion that tangibly advance our innovative human-centric vision. Join our team of top talent driving meaningful progress.

How you’ll fit in to the big picture ✨

As Service Manager at boxxe, you will optimise operations and improve customer experiences through streamlined processes, open communication, and service excellence. Your will be able to use your ITIL expertise and best practices to ensure boxxe meets customer SLAs while working with the wider team to write scalable processes.

What you’ll be doing 🎯

• Ensure all services follow Incident, Request, Problem, Change and Event Management processes
• Meet SLAs and maximize service performance against KPIs
• Facilitate customer access and issue escalation
• Maintain services to match Design docs
• Attend Change Advisory Board meetings
• Escalate issues to Service Management Lead when needed
• Encourage input to improve services and streamline processes
• Oversee viable Service Improvement Plan implementation
• Lead risk management and mitigation
• Conduct Service Reviews evaluating SLAs, user satisfaction, outcomes
• Collaborate on new service design
• Partner with Project Management on live transitions
• Optimize communication and feedback across teams
• Report on service performance
• Conduct on-site visits when required

What experience we think you’ll need 🚀

• ITIL 4 certification and IT service management experience
• Experience in service management leadership
• Experience in the IT industry
• Demonstrated skill communicating effectively across levels
• Talent for rallying teams around well-documented processes
• Meticulous attention to detail and reporting
• Adaptable schedule able to accommodate UK travel

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.