As we continue to grow, we are looking for a new Service Delivery Manager to join our Operational Services team and help our customers to be successful with ArcGIS. Operational Services deliver subscription-based services focusing on keeping our customers systems healthy.
The Service Delivery Manager is a critical customer facing role, with responsibility for the delivery of the service. You will work proactively to deliver planned activities, co-ordinate changes but also be comfortable with incident management. Knowledge of Esri products is an advantage but not essential for this role
Who are we?
Esri UK sells the world’s leading geospatial software, ArcGIS and we provide a wide range of services to our customers across both public and private sectors in the UK. With the single largest pool of GIS expertise in the UK, Esri UK is the market leader and authority on GIS and our business is growing considerably year on year. We are a people-focussed, profitable, growing software company with great career prospects.
Working across a number of customers in different markets your key responsibilities as a Service Delivery Manager would be to:
- Build excellent customer relationships: You will be a key point of contact with our customers and building strong relationships is core to successful service delivery.
- Work with partners: Develop strong relationship with our service partners
- Compliance & security: Coordinate regular testing environments to ensure all vulnerabilities are addressed and recommendations are implemented in a timely manner.
- Change and release management: Responsible for the governance of items through environments, ensuring the change and release management processes are followed.
- Incident management: Lead on incident management, collaborating with colleagues and ensuring clear regular communications with the customer.
- Support and trend analysis: Monitor incident trends and adopt a proactive approach to addressing service-related issues.
- Report on service performance: provide customers with ongoing performance reporting, insight and recommendations to provide value to the customer.
- Escalation: act as point of escalation for service-related issues.
- Enhance customer experience: work with colleagues from across the business to identify, prioritise and implement service improvements.
- Collaborate: with engagement teams to grow accounts and deliver new services and environment upgrades.
- Automate: identify opportunities to automate, streamline and improve processes and reporting.
- Grow your knowledge and skills: There is a strong emphasis on personal development. Developing your technical, service delivery and soft skills will be key.
About You
We are keen to consider candidates with a range of experience, therefore your educational and industry backgrounds is not so important, but hands-on experience within a customer facing role in the technical industry is essential. The Service Delivery Manager role this would be a great career move if you:
- Have experience within a customer facing role
- Have an ability to understand a challenge from multiple perspectives and lead a team to a successful outcome
- Can clearly communicate technical ideas, whether to other technical peers or non-technical project managers or customers
- Have exceptional interpersonal, written/verbal communication, multi-tasking, presentation and organisation skills
- Can develop strong interdepartmental and cross-functional working relationships within a collaborative team environment
- Are self-motivated, good at creating and nurturing relationships, and enthusiastic about problem solving
- Security: Because of the types of data, systems and clients we work with, there is a requirement for the successful candidate to have an enhanced security clearance.
Why join us?
- We offer a competitive basic salary (starting from at least £41k) plus a generous bonus paying c. 20% per annum
- A great benefits package including: a 6% company pension; Vitality healthcare scheme; gym contribution; cycle to work scheme; family friendly policies, including enhanced maternity and paternity benefits. We believe that as a company we should give back wherever we can and also offer volunteering opportunities for charities that are important to you.
- Flexible working. We all work flexibly and are happy to consider part time and full-time applications, please just detail what you are looking for in your cover letter.
The location
We offer flexibility around location. You can opt for home-based working, or office based in either Edinburgh, Aylesbury or Cambridge. There is a requirement to travel for team meetings. There is also an opportunity to work a mix of both in a hybrid model. We work virtual-first with most of our customers, however travel to customer sites will be required.
Please apply online on our website www.esriuk.com, including your CV and covering letter detailing your salary expectations. Sorry, we are unable to consider applications which do not have this information. Application deadline: 31st March 2025
A little more about us ………………….
We are a thriving company that offers its employees the security of working for a financially sound, market-leading, mapping technology company. We encourage collaboration and truly value the individual contributions each person makes, rewarding them with a generous bonus scheme and comprehensive benefits package.
NO AGENCIES PLEASE.
