The Service Delivery Manager core role is to ensure that the needs of our customers are being satisfied. The aim is to provide and promote excellent customer service throughout the organisation.
The role is responsible for ensuring that service standards are being met for all customers and providing reporting to customers in relation to this performance.
The role will be a mix of office/remote based working, with emphasis on customer site visits, for attendance at service reviews and checkpoint meetings with customers.
The role will contribute to the achievement of the Service Management Policy by assisting in the provision of a first class, customer focussed, Support facility. With an emphasis on active engagement with customers to ensure delivery of an excellent service.
The role does not have any day-to-day line management responsibility, but will on occasion require management of personnel for incident resolution.
Remote working is possible, as the role will encompass attendance at Service reviews and adhoc customer checkpoint meetings
What you will do
Management and control of Critical Incidents, acting as a focal point for communications with customers, and a facilitator to bring the correct internal teams into action to resolve the incident
You will be the owner of the Customer Support Transition process and will be responsible for ensuring a customer’s smooth transition from the Project phase into the Support phase
Attendance at Service Reviews and Customer User Groups, to represent the Customer Support department. This will also entail checkpoint visits to customers, outside of service reviews to continual improve service
Providing input into the creation and updating of Customer SLAs and discussing potential alteration with customers. You will find ways to measure customer satisfaction and improve delivered services, either via existing systems or by scoping alternatives
Participate in the provision of a Duty Manager service to UK and international customers and 3rd party suppliers, and to provide support to the APD Out of Hours Engineers
Who you are and what you have already done
Previous experience of working in a similar role, ideally within an IT/software related industry
Working knowledge of ITIL and associated service-related ISO standards is a pre-requisite. Associated Qualifications are preferential
Recognised customer services qualifications would be beneficial or experience in a customer service role
Strong customer service/communication skills, in both person, telephone and writing
South Church Side, Hull, HU1 1RR
We can consider remote working options for this role.
As one of Hull’s leading tech businesses, we develop critical software and infrastructure for the emergency services and public safety control rooms. Our innovative and dynamic solutions serve, protect and connect society.
Our technology helps to save lives daily, across the world – That’s pretty cool right?
Here in the UK, our technology is used by 69% of the Police Forces and you’ll also find APD technology at the heart of both the London Underground and Gatwick Airport.
Further afield, we have customers in Sweden’s hospital and the Swedish Police, as well as in Ireland and Iceland. We also keep Dubai Airport, the world’s busiest international passenger airport connected.
When you join APD Communications, you’ll be part of something much bigger. From our offices in Hull, we operate as a business unit within Northgate Public Services (NPS), which is a wholly owned NEC Corporation subsidiary.
Being part of the NPS Safety Division, and the NEC Corporation, means you’re joining a worldwide team of over 100,000 operating in over 70 countries. We all share a passion for developing innovative public safety solutions that create a brighter world for us as global citizens – does this sound like you?
You will be part of a fantastic team who really make a positive difference to the society that we live in. Life at APD is fast paced, we don’t stand still, we embrace changes in technology and the opportunities that those changes provide.
We employ ‘Geeks with Goals’, people who love what they do with a passion, that are committed to helping us grow and who truly care that they can make a difference.
The people in our teams are our best asset, so our workplace is empowering, encouraging and everyone has a voice that is listened to. We have a flexible, trusted and collaborative environment in which our people thrive in.
So, if you are looking for a new challenge and think APD is a place where you can develop your passion - apply now!
Please note due to the awesome work we do with the emergency services all employees must go through police vetting; this means we cannot accept applicants that do not have the last 3 years continuous residency in the UK. We cannot offer visa sponsorship.