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Service Delivery Manager


Empired seeks a Service Delivery Manager to join our Service Delivery Management Team!

The Role 
As a Service Delivery Manager, you’ll ensure that Empired is “easy to do business with” through streamlining processes and ensuring we’re following best practices to deliver the best possible outcomes. 
Your responsibilities will include but are not limited to: 
  • Be accountable for all aspects of delivering the contracted annuity services while working with the wider Empired team to deliver the client’s outcomes. 
  • Manage the billing, financials and reporting for your clients. 
  • Support the contract lifecycle from negotiation to implementation, renewal and transition. 
  • Act as the first point of escalation for Empired’s resolver groups and clients, including stepping into the role of Incident Manager for major incidents. 
  • Assist the wider team to maintain a deep understanding of your client’s solutions, technologies and their business in order to maximise Empired’s ability to offer support and strategic insight to continuously provide value to their business. 
  • Ensure a high standard of service performance by adhering to the appropriate policies and procedures 
  • Improve the quality of the services by monitoring delivery and evaluating client feedback. 
  • Contribute thoughts and ideas to maintain a high-quality service experience for Empired's clients. 
About you 
We are looking for passionate people who are highly motivated and client focused. Empired has a vibrant culture and aims to give the best to its people. So, if you like scaling to new heights and working with the latest Microsoft solutions then you’ll slot right in. 
Have you got? 
  • Significant Service Delivery experience. 
  • Experience supporting mission-critical systems. 
  • Have 2-5 years’ experience in a similar role in an IT vendor or Professional services environment. 
  • A solid working knowledge of the ITIL framework, with the wisdom of when to apply and when not to apply. 
  • Proven ability at negotiating the challenges of technical service delivery, and how to lead people through those. 
  • Have proven experience developing strong, lasting relationships with clients and technical teams. 
Why join us? 
Because it means being part of an exceptionally talented group of people that deliver leading edge advice and solutions to our clients. 
We want you to love it here as much as we love having you! So, aside from offering a great job in fantastic locations with plenty of opportunities to train and progress your career we offer; health insurance, mobile phone plans covered by us, travel insurance and so much more. 
What next? 
Head on over to our website to really get to know us and find out more about who we are and what we get up to. 
We really want to hear from you, even if it's just to ask some questions, or to have a chat in confidence. 
Empired and Empired are committed to considering all applications for employment from all suitably qualified and eligible candidates regardless of sex or sexual orientation, gender identity or expression, race or skin colour, age, marital status, physical or mental disability, family or carer’s responsibility, pregnancy, religion or political opinion, or national origin 
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