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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

Service Delivery Manager

United Kingdom, Solihull 40000.00 - 60000.00 GBP / Year · Job Posted May 28, 2026
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Job Description

At Convergence Group, we’ve spent 20 years building a business that puts customers first. Our mission? To provide ‘Connectivity as a Service’ (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry. As our Service Delivery Manager, you’ll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.

Job Responsibility

  • Act as the voice of the customer within Convergence Group
  • Lead service performance reviews and drive Service Improvement Plans when needed
  • Keep your customers happy and coming back for more
  • Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement
  • Conduct regular customer pulse surveys and in-depth quarterly reviews to measure service quality, understand customer perception, and identify opportunities for continuous improvement
  • Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high
  • Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities

Requirements

  • 5+ years experience in a customer service role managing B2B customer relationships in IT, Telecoms, or Infrastructure
  • Experience of managing customer service in the delivery of Lan, Wan, Wifi or Security solutions
  • Strong emotional intelligence to build meaningful and successful relationships
  • Experience as a customer advocate and internal champion
  • Proven track record in customer satisfaction, reporting and service improvement planning
  • Excellent verbal and written communication skills – you make complex things simple
  • Proficiency in Zoho CRM, and ServiceNow (or similar tools)
  • Strong time management and organisation skills to juggle multiple priorities
  • Ability to pass BPSS and other clearances

What we offer

  • Private medical
  • Enhanced pension
  • Income protection
  • Life assurance
  • 33 days holiday (including bank holidays)
  • Dog-friendly office
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