Service Delivery Manager – Netcon

Overview

As a Tech Tower Service Delivery Manager, you will be the primary contact for customer, partner, and internal queries related to Managed Services within your Tech Tower. You will own the relationship with aligned customers, lead regular service reviews, and report insights to the broader business. You will contribute to Service Delivery strategy and CX initiatives, helping to identify improvements and ensure content and solutions stay current. This role offers cross-functional collaboration, a focus on customer sentiment, and a clear path to broader impact within Softcat’s growth and service excellence culture.

Pay / Benefits

• Hybrid working – 3 days in the office and 2 days from home
• Working flexible hours
• Flexibility around school pick up and drop offs
• Supportive team culture
• Autonomy and empowerment
• Diversity and inclusion commitments

Responsibilities

• Be the POC for Service Delivery within your Tech Tower, coordinating information and driving improvements
• Own customer relationships, report on services, and run regular Service Reviews
• Contribute to Service Delivery strategy, processes, and CX programs
• Share CX insights and knowledge across teams to keep content relevant
• Identify opportunities for process or service improvements
• Build and maintain internal relationships to promote Service Delivery and customer sentiment
• Provide management with insights to aid strategy development
• Develop a deep understanding of Tech Tower stakeholders

Key requirements

• Passion for customer service and relationship building
• Strong collaboration and people skills across the business
• Excellent communication across varied audiences
• Ability to give and receive constructive feedback
• Influence and drive team morale while acting as a positive role model
• Initiative and ownership with awareness of authority limits
• Confidence handling customer and internal escalations
• Reliable time management and ability to handle conflicting priorities

• Collaboration
• Effective communication
• Feedback culture
• Service Delivery management
• CX program development and execution
• Stakeholder management

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