Job Description

Job Advert

Service Delivery Manager

At Glide, we're dedicated to providing leading, lightning-fast, and reliable connectivity solutions for students, residential developers, and businesses, supported by exceptional customer service.



Glide is already the largest provider of managed internet services in the student accommodation and build-to-rent sectors, and we have a growing presence in the business and schools marketplace. We are the UK and Ireland's number one provider of student Wi-Fi and were recently ranked as the 4th best company in Data Infrastructure.



But to achieve our mission, we need your help. We're actively recruiting for a Service Delivery Manager to act as the voice of the customer across the business, establishing and maintaining operational relationships with our customers to provide exceptional end-to-end service support, drive continual service improvement, and ensure all support staff are meeting and exceeding service standards. You'll also ensure commercial objectives are considered in all customer interactions to drive revenue growth. Join us in shaping the future of connectivity!



Your passion for customer excellence and service improvement will be your most important attribute, but the following experience will also help:



Minimum 3 years' experience in Service Delivery Management, Service Management, Customer Care, or Account Management environments ITIL Foundation qualification desirable Experience working with high-value customers Excellent communication skills (written and oral) at all levels Ability to drive through change and innovate service quality improvements

Location

: Remote

Contract

: Full Time, Permanent

Salary

: 40,000 to 50,000 (depending on experience)

Key Benefits:

Pension, Private Medical Insurance, 25 days holiday (plus bank holidays & an extra day for your birthday), Discounted dental and gym schemes, Voucher scheme, Cycle 2 Work, Life assurance, Quarterly values awards, Holiday buy-back.

Your role as a Service Delivery Manager

Glide's technology solutions and unwavering focus on customer experience transform the way people live and work, and you will be a critical part of that.

A typical day might include:

Cultivating excellent customer relationships with strategic accounts, building trust and confidence in our services, and increasing NPS Managing service reviews, planning, preparation, reporting, and CSAT management, using customer feedback to ensure needs are understood and met Reporting performance against internal KPIs and SLAs, identifying service risks, and implementing mitigating actions Driving efficiencies through incident management processes to reduce fix times and increase customer satisfaction Working with Project Delivery teams to guide customers through service delivery from contract to support transition


Sounds good, right? Apply now, as we are actively reviewing applications and arranging interviews.

A diverse and inclusive place to work

At Glide, we believe that diversity and inclusion are fundamental to our success. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. As a business, this diversity helps us to better reflect and understand our customers' needs.



We are proud to be an equal opportunity employer and do not discriminate against any employee or applicant based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law. We are dedicated to ensuring equal employment opportunities for all and providing a work environment free from discrimination and harassment.



We welcome applications from all qualified candidates and are committed to providing reasonable adjustments to ensure that everyone has a fair chance to succeed. If you require any accommodations during the recruitment process, please email hr@glide.co.uk.