Service Delivery Manager

Description Nomios' mission is to build a ‘secure and connected’ future. Organisations across Europe depend on us to help secure and connect their digital infrastructures. In support of our rapid and continued UK growth, we are currently seeking a Service Delivery Manager to join our fast-growing Services team and ensure customer excellence. This is a fantastic opportunity to grow your career in the Network and Cyber Security space, with a company that values its people and offers opportunities for development.

Your role as Service Delivery Manager As Service Delivery Manager, you will be responsible for the end-to-end customer experience for the services we deliver, serving as the customer’s internal point of contact for any service-related enquiries. The Service Delivery Manager will help deliver customer value by maximising the IT service quality. You will build knowledge management of our customer's environment by understanding and aligning with three main service streams: people, processes, and technology.

The successful candidate will be result-orientated, focused, and possess exceptional attention to detail. You should enjoy problem-solving and getting things done in a fast-paced environment, and should be motivated to succeed, with a desire to continuously learn and improve. Responsibilities Whilst no two days will be the same, the types of activities that the Service Delivery Manager will be involved in include:

Own the Service Transition for onboarding of new customers and of new services for existing customers

Successfully deliver customers’ Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Maintain and lead Service Reviews with customers and internal stakeholders

Work closely with the internal Nomios Technical Assistance Centre (nTAC) to ensure positive outcomes for customers

Oversee and execute core ITIL processes for customers (Major Incident Management, Change Management, and Problem Management)
Define, maintain, and improve Service Reporting Identify areas for improvement across the Service Delivery landscape; own improvement initiatives that deliver value to Nomios Manage Customer Satisfaction Levels through effective surveys and service performance measurement

Own customer documentation such as operations handbooks, service introductions, and bespoke service processes

Support Sales Account Managers with identification and progression of further Managed Services business

Ensure that vendors meet their targets as part of the SoWRequirements

Fluent in English with excellent written and oral communication skills

Strong persuasion skills and a talent for delivering engaging presentations

Degree (preferably Business or Information Technology), or equivalent work experience

Ability to build strong, trusting relationships quickly

At least three years’ experience as Service Delivery Manager for a mature SOC Knowledge of Service Management tools, such as: CRM, Salesforce, Confluence, Power apps, Microsoft 365

Solid understanding of cyber security concepts, including SIEM, EDR, XDRStrong team player

Ability to work under pressure, handling escalations calmly and competently

Ability to use initiative and work independently

Organised and professional with the ability to multi-task Excellent senior stakeholder and relationship management

Proactive, ‘can do’ approach; willing to rise to a challenge

Analytical, enjoying creating reports and documentation, whilst able to explore new ideas

You will regularly be required to attend customer sites across the UK and must therefore hold a full UK driving licence.

Job Specifics This is a hybrid role, requiring regular visits to customer sites in London and surrounding areas and occasional attendance at our Basingstoke office (free hot & cold drinks, breakfast items, snacks, lunches, and regular takeaway Fridays are provided to all staff in the office!)Hours are full-time:
Monday
- Friday, 9:00am - 5:30pm, although some flexibility will be required

Some travel should be expected, including overnight stays in the UK and occasionally abroad when necessary

Why would you choose to come and work for us?

We invest in our people. You will get to work in a…