Service Delivery Specialist

Role Overview

We're looking for a Service Delivery Specialist to act as the primary point of contact for assigned customers, ensuring ICT services are delivered consistently, professionally, and in line with agreed service levels. The role combines strong customer relationship management with proactive service governance, driving continuous improvement and a high‑quality customer experience throughout the service lifecycle.

• Serve as the primary contact point for named customer accounts, respond to customers in accordance with Focus Group's documented procedures, and act as an internal advocate for customers.

• Excellent telephony skills, customer‑facing experience, and strong communication abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Broad technical understanding of IT infrastructure, Cloud services, networking, and security.

• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent telephony skills with strong communication abilities, both written and verbal.
• Customer‑facing experience at all levels with proven track record in customer relationship management.
• Effective collaboration with team members across different locations using virtual communication tools.
• Strong administrative and reporting skills.
• Understanding of risk management for protecting clients and service providers.
• Broad technical understanding of IT infrastructure, Cloud services, networking, and security.
• Strong communication and stakeholder management skills at various levels.
• Experience operating in a fast‑changing environment.
• Familiarity with service management tools (e.g., Service Now, , ITGlue etc).
• Ability to influence stakeholders and impact decision outcomes with persuasive communication.
• Experience integrating service performance data from various sources to identify trends and create improvement plans.
• Experience managing service delivery using SLAs, KPIs, and proactive engagement.

• Generous Holidays:
  Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back:
  Enjoy paid volunteering days to support causes you care about.
• Referral Rewards:
  Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events:
  Join in on regular social events and connect with your colleagues in a fun and relaxed environment.