Job Description
Job Title Service Delivery Manager
Salary £50,000 - £70,000 dependant on experience
Location Bolton or London / Hybrid
Start Date Immediate start
About this role
We are seeking a highly motivated and talented individual to fill the role of Service Delivery Manager to work with the Head of Client Onboarding and Reporting. This position offers a very exciting opportunity to make an impact and build services from inception. If you are passionate, process orientated and looking for a really rewarding opportunity, then we would love to hear from you.
About EVORA
EVORA is an independent, pan-European sustainability consultancy specialising in the commercial real estate sector. We also have proprietary sustainability management software, SIERA. Our clients include real estate investment organisations, such as Schroder Real Estate, Aberdeen Standard and Deutsche Bank.
We have a team of intelligent, passionate and dedicated professionals who are all experts in their fields. Our approach is to provide an exceptional level of service, delivered by experienced professionals, whilst ensuring solutions are practical, simple to understand and tailored to each client’s specific requirements.
At EVORA we are committed to fostering a working environment based on dignity and respect, in which everyone has a voice. We prize the diversity of our people and seek to provide equality of opportunity for all.
Core Responsibilities
Core responsibilities will include, but are not limited to:
- Delivering the requirements, design and build of a brand new service desk.
- Understanding resource requirements and recruiting the service desk team.
- Design and build of a service acceptance process, managing stakeholder expectations and activities.
- Design and build of a service improvement process that will run across 3 main workstreams, Project Delivery, Reporting and Service Desk.
- Monitoring team performance/customer service management against internal KPIs and external SLAs
- Working with the Head of Client Onboarding and Reporting to take action to maintain customer satisfaction and deal with any issues that arise within the department.
- Collaborating with other key stakeholders within the business to maintain an exceptional level of service to our external clients.
- Researching customer needs in conjunction with the Account Management and Product teams.
- Providing training on delivering excellent customer service, supporting junior members of the team.
- Updating service-related processes on a regular basis to ensure best in class.
- Work with our internal IT teams to ensure we have the products and tools to best deliver on our responsibilities.
- Quality management review, ensuring that teams are adhering to process and delivering flawless operational execution.
- Collaborating with technical and product design teams to prepare for future demands
- Providing strong leadership across the team and establishing effective communication channels
Essential Skills & Requirements
The right candidate must have the following essential skills:
- Experience in Service Delivery, Real Estate and Project Management.
- Ability to build processes from inception, including anything relevant to a brand new Service desk, Service Acceptance and Service Improvement processes.
- Strong leadership, customer service, quality control and organisational skills are essential.
- Excellent computer skills and the ability to administer service desk, project and development software, such as JIRA, ZenDesk or Zoho.
DESIRABLE Skills & Requirements
We would also love you to have the following skills:
- Ability to develop the departments operational functions, everything from processes to tools and resource recruitment.
- Identifying our customer needs and overseeing service delivery within the business context.
- Maintaining positive relationships with internal stakeholders.
- Ensuring a high level of customer satisfaction and develop solutions for issues that may arise.
- Assessing customer feedback and use your creativity to establish, improve, and refine services through a strong Service Improvement process.
- Build partnerships and liaise with team leaders to determine the company’s services and delivery criteria.
- Produce metrics and supporting information on the level of service provided by the department for senior management consumption.
- Assessing metrics and proposing new initiatives to improve our delivery.
- Good resource planning skills.
- Strong teamwork skills and attention to detail.
- Ability to work in a global role with responsibilities across time zones.
Benefits to The Successful Candidate
- A competitive salary, reviewed annually in line with industry averages
- Attractive discretionary bonus structure
- Health insurance with Vitality
- Pension scheme (with staff contribution matched)
- 25 days annual leave increasing to 30 days by year 7 (plus public holidays) (for part time employees, we will adjust the entitlement on a pro rata basis)
- Additional 5 days holiday every three years to support one month sabbatical
- Flexible working hours (core hours 10-4, with 37.5 hour working week)
- Flexible lunch break
- Remote/home working in agreement with line manager
- Two days per year to volunteer for charity
- Excellent ongoing professional development support
- Multiple locations – London, Bolton, Birmingham (dependent on role)
- Plus:Bike2Work scheme and more
Connect with Us
Website: www.evoraglobal.com
LinkedIn: www.linkedin.com/company/evora-global
Instagram: @evoraglobal
Twitter: @evoraglobal
Job Type: Full-time
Salary: £50,000.00-£70,000.00 per year
Benefits:
Schedule:
Supplemental pay types:
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you require sponsorship now or in the future to work in the UK?
Work Location: Hybrid remote in Bolton