boxxe is a growing technology business that must be driven and supported by the use of technology internally in order to achieve the goals that we have set ourselves.
boxxe strives to put customer satisfaction and outcomes at the heart of everything we do. Our Service Management team focusses on maximising the performance and continual improvement of the services that boxxe delivers. We design our services to maximise customer value, drive efficiency and ensure a smooth transition into our service delivery teams.
How you’ll fit in to the big picture
As a Lead Service Delivery Manager, reporting to the Head of Service Operations, you will lead and manage a team of service management professionals while also managing multiple services across a variety of customers (50%/50% split role). You will work closely with other Service Teams, including the Project Management Team, the Service Desk and Technical Support Teams, to ensure all of the services we provide are world-class.
What you’ll be doing
Leading and managing a team of service management professionals, driving their personal development and shaping the team to deliver exceptional service to our customers
Working collaboratively with the Technical Managers to ensure our services are exceptionally delivered and consistently improved
Owning a set of our service customers working with them directly as their Service Delivery Manager
Defining the service management processes for the current and future mode of operations based on the agreed operating model
Working with the Service Desk Manager to ensure ITSM processes are regularly reviewed and improved
Owning and developing Service relationships with our customers with a vision of delivering a ‘World Class Service’
Owning the transition process taking customers into live operation and service, and working collaboratively with our service design team to create new services that are efficient and scalable
Working cross-functionally to ensure both our customer needs and our business objectives are met
Defining and analysing the data associated with ITSM processes as required for SLA/KPI reporting
Working with services teams to optimise cross-functional collaboration and communication, including providing feedback and recognition
Working with other teams within boxxe to build relationships and improve our end-to-end processes
Managing multiple services, which will include:
Ensuring that all service teams follow agreed processes and procedures, including Incident Management, Request Management, Problem Management, Change Management and Event Management
Ensuring that your services meet contractual SLAs and service performance is maximised against any agreed KPIs
Ensuring that your customers access the services and escalate any issues correctly
Ensuring that your services meet the expectations laid out within their Service Design documentation, and that documentation is kept up to date
Attending relevant Change Advisory Board meetings
Escalating concerns or issues to the Service Management Lead where necessary
Improving the services that you are responsible for, by encouraging input from everyone involved. This may include:
Proactively streamlining and improving internal processes
Ensuring services have viable Service Improvement Plans, and working with the Service Management Lead and the rest of the team to implement them
Leading management of service risks, ensuring that they are identified, managed, and have a clear outcome (such as minimised, eliminated, or accepted)
Making sure that your Service Reviews demonstrate and evaluate general performance against SLAs, end user satisfaction, and customer outcomes
Visiting customer sites, or boxxe’s offices, when required
What experience we think you’ll need
Experience in a service management role
Experience managing a service management team
Experience working in the IT industry
Experience in IT service management
ITIL 4 specialist/strategy/leader/master qualification and an experienced practitioner
Ability to communicate clearly and accurately at all levels
Ability to lead teams to success by documenting and following clear processes
Excellent attention to detail and document/reporting writing skills
Ability to work flexibly
Ability to travel within the UK when required
At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.
boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
💸Cashplan for your everyday healthcare through WPA
💰Contributory Pension Scheme
📅24 Days Annual Leave that increase on length of service & 8 UK Bank Holiday's
📈Personalised Learning & Development
📣Progression Path & Support from Leadership
📞Employee Assistance Programme Available to You and Your Household
👶Enhanced Maternity & Paternity Leave
🚲Cycle to Work Scheme through Cycle Scheme
🎉Charity Fundraising Events Throughout the Year
🤝🏻 11.5 boxxe Community Days a Year
As an aspiring B Corporation accredited business, boxxe is part of a global community of leaders committed to ensuring business is a force for personal, collective and environmental good. As an organisation, we are defined by making technology human and a core part of our mission is to give back to the wider community of which we are a part. That’s why we created the boxxe Community, which is committed to leveraging the many resources both within boxxe and across our customers and partners to support initiatives that utilise technology to make our communities more inclusive and more sustainable.
In practice, the boxxe Community will provide the skills and expertise of our teams, technology, resources and partners in a wide range of projects. These will include working with our charity partners on improving their digital infrastructure and implementing new platforms to increase their revenue and capabilities.
boxxe exists to enable organisations to be the best they can be through the use of technology and by giving every person, wherever they are in the world, the confidence to use that technology to drive efficiency and effectiveness in every aspect of their working lives.
Lead Service Delivery Manager
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