AddSecure Smart Transport are the industry leading supplier of fleet management solutions. Our products reduce costs, protect our customers fleet and save lives.

We believe our people are our biggest asset and place great importance in building a culture where our employees thrive and want to perform. Our values are Team Spirit, Simplicity and Customer Focus. We offer a fascinating and challenging function in a dynamic environment, which guarantees diversity and versatility. You will be part of a motivated team in an internationally renowned company.

About the job

The successful candidate in the Service Delivery Manager role will be instrumental in building, managing and maintaining customer relationships, delivery of services and reporting on performance against SLAs and Service Targets.

You will have an excellent understanding of Service Delivery, wider processes and experience of ensuring, through regular stakeholder reviews, that the Service Delivery processes are meeting contractual requirements.

On behalf of AddSecure Smart Transport's UK and International customer base you will ensure service levels are achieved and maintained within the contractual agreements and to safeguard customer service provision to the highest standards. You will be visionary with your approach with a natural promotion of the “bigger picture” and a “can do” ethos cultured amongst the teams.

Key responsibilities

• Assist with managing the performance of services, measuring and reviewing them against service level targets, ensuring quality and identifying opportunities for improvements
• Act as an escalation point for exception situations related to our services and for handling complaints
• Capturing service delivery issues and liaise as appropriate with all those within Service Management responsible for delivering services, including process owners. Building good relationships with all internal teams will be a crucial part of the role
• To make sure that any 3rd parties involved in service delivery are delivering as expected/contracted.
• Ensuring Service Level Targets / Service Level Objectives within the SLA is met
• Measuring and Service Level Reporting
• Creation and production of reports and KPIs
• Planning Service Reviews and facilitating meetings.
• Ensure the service management tools are fully exploited to the maximum benefit of their users and customers.
• Work closely with peers within the department to improve overall performance
• Assist the Head of Support Services with other duties as required

Key Success Criteria

• Maintain an agreed Customer Satisfaction rating score
• Manage complaints and escalations through to successful resolution
• Assist/conduct Service Reviews to agreed schedule
• Monthly reports produced to SLA timescales
• Implementation of identified Service Improvement Plans
• Management of Customers' expectations and a focal point for Customer service issues
• Creation and ownership of the continuous service improvement plan including SLA adherence

About you
You are passionate about everything customer-service related with an ability to develop, implement and manage processes and procedures

You will also have:

• Experience of monitoring Service Level Agreements/Targets
  
• Excellent written and verbal communication skills
• ITIL Foundation (V3) qualification (or equivalent) preferable
• Excellent ability to organise and prioritise
• Analytical and statistical skills
• Telematics and/or Temperature Controlled Storage and Distribution experience is desirable

You are an agile person, a driving force with that "can-do-attitude". You are flexible and handle several ongoing projects simultaneously and enjoy collaborating with others to achieve common goals. 

We offer
Work in a company that is in an exciting development phase, together with many driven colleagues who like to be involved and influence the business. The position is full-time with a fixed monthly salary. Your role in the business entails responsibility and great opportunities for development and also gives the opportunity to work with experienced colleagues.

Location

• Northampton
• You must be eligible to work in the UK

Do you want to step on board and take part in this journey? Don't hesitate to apply!
For more information about the position please contact Ian McAllister.

You can apply for the job quickly and easily by answering a few questions and attaching your CV. Please submit your application as soon as possible, interviews are on an on-going basis.

We cannot receive your application by email, and we don't need a personal letter. We work competence-based throughout the process and this includes work psychological tests, interviews and reference taking.

To help us place the right people in the right role, we believe in science-based and fair assessment methods. Therefore, as part of our recruitment process, we use Alva Labs assessments to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role.

Of course, it is important that you as a candidate get to make your assessment, so we are happy to answer questions and will do our best to make you feel updated through the process. 

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