Location: UK Remote (with occasional travel to Cardiff HQ and customer / partner site)

Salary: £60,000 - £65,000

Perks & Benefits

• 🏡 Flexible / Home Working: A large portion of FlyFormers work from home, so providing you have a strong and safe internet connection; we don’t mind where in the UK you work. We still value face-to-face interaction and celebrating success as a team; so expect some travel to client site, partner offices’ or our Cardiff office.
• 🎂 Birthday Off: Alongside 25 days of annual leave (plus Bank Holidays of course) you'll also get your birthday off to celebrate.
• 🏥 Private Healthcare: Full healthcare via Vitality for you and your family.
• 😇 Life Assurance: x4 your base salary
• 🍼 Enhanced Parental Leave: 13 weeks full pay, 13 weeks half pay and 13 weeks SMP for Maternity. Secondary care givers will be provided with 4 weeks full pay for Paternity.
• 📈 Pension: We'll match what you put into your pension, up to 5%.
• 🙏 An end of year thank you: Discretionary end of year Bonus' and/or pay reviews to say thanks for all your hard work over the year.
• 🎓 Certifications: We'll fully support you with your personal development, we run bi-annually personal development goals which are set between each individual and their line manager.

The Role

FlyForm are looking for an ambitious and passionate ServiceNow Service Delivery Manager, who has an enthusiasm for the ServiceNow platform and delivering service quality, to join our fast-growing digital transformation business.

This role will be situated in the Managed Services Department which is part of the FlyForm Services Division. The SDM is an impactful management position, creating positive improvements and driving customer successes within the team. FlyForm have an extensive loyal customer base who require diligent customer service and outstanding interactions with our subject matter experts.

Responsibilities include developing and facilitating effective relationships within our customer base; acting as the voice of our customers, the SDM will work to monitor and measure our service, highlighting any opportunities to continuously improve the delivery through operational reviews, effective communication and excellent leadership.

The successful candidate will have worked with all levels of customers and service offerings generating measurable success. Alongside this, having managed escalations end-to-end for best possible resolution and with review to ensure any future escalations are minimised.

Qualities & Attitude

• Strong desire to provide exception, best-in-class customer service and create positive partnerships with customers.

• Coachable and growth mindset oriented – desire to learn and grow with the team & company.

• Solution-oriented problem-solving approach with ability to foresee potential problems and execute mitigation plans accordingly.

• Meticulous attention to detail.

• Confident in giving and receiving constructive, but sometimes challenging, feedback.

• Strong ability to prioritise and execute accordingly.

• People-first mentality

• Observes and protects the well-being of employees.

• Wants to see people achieve the most they can.

• Ability to listen with a desire for understanding.

• Extreme Ownership – no blame culture, only facts and data and steps to move forward.

• Exceptional relationship and Third-Party management skills.

• Highly independent and autonomous.

• Calm and respectful under pressure.

Your Responsibilities

• Lead multiple Managed Service engagements with a varied range of size, complexity, and services.

• Build strong client relationships that foster a partnering approach to Service Delivery.

• Monitor the day-to-day operation of our client services using ITIL processes framework

• Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with Service Level Agreements.

• Helping to constantly drive Continual Service Improvement across the Managed Service Team.

• Imparting the Knowledge and understanding of all relevant industry standards.

• Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.

• Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.

• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

• Coaching and mentoring within the Managed Service team to drive the best outcomes and achievements for all

Key Skills

• Service Delivery Management experience, working with enterprise level customers ideally within a managed service function.

• Knowledge of, and reasonable plus relevant exposure to, ServiceNow module(s)

• Ability to exceed customer expectations within regular service review meetings and reporting.

• A strong working knowledge of ITIL and demonstratable experience across key processes such as Incident, Request, Problem, Event, Change Management and Release Management.

• Proven communication and presentation skills, written and verbal, across all levels of customer and own organisation.

• Work in a challenging environment, manage the resolution of obstacles, and work on multiple engagements.

Preferred Qualifications & Experience

• ITIL v4 – Foundation & Practitioner

• Experience of managing 3rd party suppliers that help underpin our services.

• Line Management responsibilities

• Project Management experience or implementation delivery role

• Working with, or in, the public sector