Service Delivery Manager (Part-Time)

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

This is a part-time role 2.5 days / 18.75 hours per week and is hybrid role.

Key Personal attributes:

• Good organisational and decision-making skills
• Excellent communication skills
• Self-motivated and looking for a challenge
• Naturally proactive
• Passionate, professional and with a “can-do” attitude at all times
• Excellent organisational and time management skills

Requirements

Here are the key skills and experience relevant to this role:

Key Technical Skills:

• Act as the primary contact and ensure the highest levels of customer satisfaction is maintained.
• Preparation of Service Reports and customer presentations
• Organise regular Customer Service Reviews and meetings
• Retain accurate documentation in adherence to the Sword Quality Management System
• Act as customer point of contact for designated accounts
• Support the Incident Manager role for all major Incidents impacting the allocated customer base.
• Demonstrate a strong sense of urgency in meeting customer needs.
• SLA Management
• ITIL focused
• Experience of Microsoft Office packages including Word, Excel and Outlook is essential
• Some experience of Agile or Prince project management methodologies would be advantageous
• An IT industry background would be advantageous, though not essential

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more….

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.