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Service Delivery Manager

Date: 09-Feb-2021

Location: Oxford, GB, OX4 4DQ

Company: Nominet

NEVER HEARD OF NOMINET? 

 

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk?

We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure.  

Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond. 

But we’re also a profit with a purpose business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff. 
  

THE BEST BITS 

 

At Nominet you can expect a competitive salary (depending on experience of course), plus excellent benefits including 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Flex benefits and an onsite fitness classes and studio. 

 

ABOUT OUR ROLE 

 

At Nominet we recognise the importance of providing industry leading support and  Service Management at all stages of our customer engagement. As part of the Customer Success and Operations team, this pivotal role is to take ownership for the day to day service management to our high profile Government customers. By combining your own passion for customer service and your existing technical background, you will be the escalation point for issues and resolutions within this highly successful team by taking ownership of escalations through to resolution

 

 

WHAT YOU’LL BE DOING

 

Manage, motivate and mentor team of passionate Customer Success Managers across all aspects of Service Delivery and escalation management, including Incident, Problem, Change management

Lead from the front to champion a ‘Service Culture’ through introducing and implementing service improvements to exceed end user customer satisfaction.

Hands On Management of major incidents and assisting team members to proactively seek out process improvements to benefit our customers

Alongside the Customer Success Managers’ you will assist and participate in regular customer service reviews in a proactive and structured manner – we want you to truly understand our customers

 

Managing conflicting priorities, you are a strong influencer, able to tailor your communication to your audience, You showcase your drive and ambition to make a difference.

 

WHO YOU ARE

 

You will have experience in a B2B environment, ideally within customer support services working with Government customers providing technology and/or cyber services;

You will be able to communicate changes that you've driven in previous roles and the obstacles that you've needed to overcome to deliver that change.

 

  • Experience managing and leading a highly motivated team
  • Proven experience in building and developing an existing Service Management function.
  • ITIL service management experience
  • Experience of establishing, implementing and maintaining KPIs/SLAs
  • Experience implementing and improving processes and procedures

 

 

 

APPLICATION PROCESS

 

ONLINE APPLICATION>>VIDEO INTERVIEW>>FACE TO FACE INTERVIEW>>JOB OFFER

Please note: As part of the job application, you will be asked to complete a brief online application form and profile.