Service Delivery Manager
About Netgear Business
Helping Gibraltar businesses grow. We are a leading IT solutions provider dedicated to delivering exceptional service and supporting our clients' success.
The Role
We are seeking an experienced Service Delivery Manager to lead our IT service delivery team (6-10 people) and ensure operational excellence, continuous improvement, and outstanding customer service. As a key member of our Senior Leadership Team, you will drive business growth, support your team's development, and maintain strong client relationships.
Key Responsibilities
1. Oversee all IT service operations, ensuring service excellence and continuous improvement.
2. Act as the final escalation point for technical issues, providing Level 3 support and covering Level 2 as needed.
3. Support the Service Desk Manager in daily operations and strategic planning.
4. Collaborate with the sales team to support business growth and client acquisition.
5. Manage and deliver projects on time and within budget, including technical project work and post-project reviews.
6. Design and implement operational changes to enhance efficiency and customer satisfaction.
7. Champion customer service excellence, ensuring client issues are resolved promptly and in clear, client-friendly language.
8. Develop and present Quarterly Business Reviews (QBRs) and technology roadmaps to key clients.
9. Lead, mentor, and develop the service delivery team, fostering a culture of continuous learning.
10. Prepare and present regular performance and service delivery reports to the Senior Leadership Team.
What We’re Looking For
Minimum 3 years experience managing a team in IT service delivery or a related field. Preferred certifications: ITIL, Microsoft 365, CompTIA Network+ (or similar networking). Strong experience with Microsoft 365 administration and Microsoft server environments. Excellent leadership, communication, and relationship-building skills. Commercial awareness and experience collaborating with sales or business development teams. Project management experience, including technical project delivery. Analytical mindset with a focus on continuous improvement.
What We Offer
Approx. £40,000 salary (paid in GBP, negotiable based on experience). Training and professional development opportunities. Staff discounts on hardware purchases. Supportive, growth-focused team environment.
How to Apply
Please send your CV and cover letter to amit@netgear.gi. We look forward to hearing from you!
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