Service Delivery Manager

New Today

Onsite at client in Bradford 3 times per week Gamma is a leader in Unified Communications as a Service (UCaaS) and a dynamic, forward‑thinking team revolutionising the way businesses connect and communicate. We provide voice, data, and mobile solutions across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma‑powered services to SMEs through a growing network of channel partners. Who are we looking for? Gamma is providing a managed service for Morrison’s to support their LAN, WAN, Data and security services. We’re seeking a proactive and relationship‑driven Service Manager to join our Customer Service (Enterprise Markets) team, dedicated to our key account with Morrisons. Based in Bradford with a hybrid working pattern, you’ll be the trusted face of Gamma, working on client site, building strong partnerships and ensuring we consistently exceed service expectations. If you thrive in a fast‑paced customer‑focused environment, have a passion for continual improvement, and are ready to immerse yourself in the customer’s world, we’d love to hear from you. What will you be doing day‑to‑day?
Act as the primary service lead for a key customer account, ensuring all contractual service elements are achieved and exceeded. Build robust relationships with senior customer stakeholders, working from the customer’s Bradford office at least three days per week. Monitor and improve service delivery, identifying and resolving issues, and leading continual service improvement initiatives. Serve as a key escalation point for customer issues, problems, and complaints, and collaborate closely with the Service Desk. Produce high‑quality documentation and present at regular meetings with both customer and Gamma stakeholders. Work cross‑functionally with internal teams to address operational defects and drive improvements. Support cost control and growth opportunities, and ensure all activities are tracked in CRM/ITSM systems. Promote Gamma’s values and deliver superior customer service at every opportunity.
What You’ll Need
Demonstrable experience in ITIL‑based Service Management and best practices. Excellent problem‑solving, decision‑making, and communication skills. Ability to influence and manage relationships with senior stakeholders, even without direct line management. Financial awareness and experience in contract management and cost control. Experience with ServiceNow or Salesforce CRM, network monitoring tools (e.g., Highlight, SolarWinds), and telecoms/data products. A proactive, results‑driven approach, with resilience, adaptability, and a keen eye for detail. A‑Levels (or equivalent) and relevant Service/Operational Management qualifications (degree or management qualifications desirable). Understanding of the retail sector, including manufacturing and logistics, is a plus. A background in data and telecoms products and services is a must for this role, enabling you to effectively represent Gamma with this key customer.
What do we offer you?
25 days of annual leave, plus an extra day off for your birthday. Volunteer day to support a charity that matters to you. Enhanced maternity and paternity pay. Contributory pension plan with Gamma’s contribution based on your own. Group income protection and life assurance (four times your salary). Tax‑efficient share‑save and share incentive plans. Private medical insurance through Vitality, extended to your immediate family. Electric Vehicle scheme through Octopus and a Cycle to Work scheme.
A few things to note
Unfortunately, we can’t offer visa sponsorship or relocation support for this role. If you feel you could be a good fit for Gamma but do not think you meet all the requirements, we still encourage you to apply. Gamma is an equal‑opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We do not discriminate based on any protected characteristics such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family‑friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work‑life balance and enjoy working here at Gamma. For recruitment agencies – we have a network of partners that support us in our hiring; we aren’t looking to increase that network currently, so please don’t send speculative CVs.
#J-18808-Ljbffr
Apply
Location:
Bradford, England, United Kingdom
Job Type:
FullTime

We found some similar jobs based on your search