Service Delivery Leader
CDL has established its position as a market leader in the highly competitive retail insurance sector by consistently creating powerful software solutions that deliver competitive and innovative advantage to our customers. We've custom-built our own modern, open offices set in our own landscaped campus in Stockport, employing over 600 staff, providing for over 100 internet brands (Asda, Tesco, Money Supermarket, Swinton, AA, and Sainsbury’s) to name a few.
There's also a subsidised restaurant and a games room. We've built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We like to work in small, focused groups so you're always learning from people around you and you feel a part of the success of each project you are involved with.
What you'll do
As Service Delivery Leader you will be expected to manage and support delivery of service to CDL clients. You will work with support teams to meet agreed service levels for Live and UAT by championing and prioritising client support incidents, through to resolution and restoration of service. You will maintain effective and regular communication with clients to provide a high level of professional customer service, via regular conference calls and scheduled site visits.
You will be expected to effectively handle client escalations of high impacting incidents. To do this successfully, you will need to gain a good understanding of CDL applications, CDL clients and their business needs.
You will be in direct contact with senior internal and external clients, representing CDL on scheduled conference calls, face-to-face meetings and Client Service Reviews.
Your responsibilities will include maintaining effective communication with clients at operational and senior management levels. Champion and prioritise client support issues within CDL. Align client service activities with corresponding roles in Commercial departments and Project Management. Schedule regular visits to clients to build and maintain relationships and understand client issues. The service delivery leader will also be responsible for Client Service Improvements working with the teams within Service Management to achieve SLA’s.
If you have experience in Client Service Management, have successfully delivered client service improvements and have excellent communication skills, we would like to hear from you.
- ITIL Foundation
- Minimum GCSE A-C grades preferably ‘A’ levels
- Vocational IT qualification preferred
- Formal supervisory or management training
- Experience within a service role in a supervisory capacity
- Computer literate with experience of using service management software and Microsoft Office
- Experience of communicating with customers, and handling complaints.
- Coaching skills acquired through formal service management and customer service training
- Work with the best in the business
- Flexible hours
- Shuttle bus to and from the station
- Subsidised restaurant
- 25 days holiday to start
- Social activities
- Dress down policy
- Tax free child care vouchers
- Life and health assurance
- Award nominated learning programmes
- Community projects
- Opportunities for career progression