LEO are world-leaders in learning, creating award-winning content and building enterprise-scale ecosystems that meet the needs of today’s learners. We work with a huge-range of global corporations, government, public sector and charitable organisations.

We are looking for an experienced Service Delivery Manager to join us in the Technology team at LEO. This is a great opportunity to play a key role in supporting the solutions that LEO delivers.

Whilst we are currently all working flexibly, we are looking for this role to be attached to one of our office locations. We have offices in the heart of Sheffield, central London and right by the pier in Brighton, and would be excited for you to join us in any of these locations.

What we’re looking for

We are looking for a passionate and experienced Service Delivery Manager to join our UK team in supporting a wide variety of learning technology applications. The successful candidate will need to have excellent leadership experience, have worked in the digital customer service sector and have excellent communication skills.

The successful candidate would be responsible for maintaining client relationships and improving the services provided with proactive solutions. Identifying client needs and overseeing the delivery of services and delivering a first-class customer experience, while ensuring that the performance/standards and excellent customer satisfaction are consistently maintained.

Flexibility is needed for OT, OOH and weekend support services.

Working as part of a small team, you’ll take on responsibility for a wide variety of projects, ideally we’re looking for experience in:

  • Managing, leading and working alongside a geographically dispersed service delivery team of Support Specialists/DevOps engineers to ensure a first-class customer experience
  • Monitor and maintain team performance/utilisation with agreed targets and SLA’s. Planning, mentoring, training, quality control, recruitment where necessary.
  • Working closely with clients to manage priority escalations within the service delivery team and working closely with the internal teams to effectively coordinate appropriate resolutions and communicate to all necessary stakeholders both internally and externally to ensure the highest customer satisfaction.
  • Monitor and maintain the service delivery offerings to ensure that KPIs are met. Work alongside clients and the internal team to ensure that SLA’s, renewals, invoicing and margins are in place and agreed.
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
  • Working closely with the internal teams to cultivate a broader understanding of the businesses strategic goals, objectives in order to identify opportunities and implement change where appropriate to feed into a continuous improvement strategy.
  • Working closely with the internal teams to champion the service, share insights on results or trends that will support the business's confidence with the service.
  • Understand the priorities of work within the team to effectively manage the capacity, time and effort of the team accordingly, in order to provide appropriate leadership, accountability and support across the service.
  • Working closely with the internal teams to proactively identify risk, optimisations and enhancements to policy/process and tools. Taking appropriate steps to implement change within the service on behalf of the clients and business.
  • Developing a full understanding of projects within the LEO service delivery team to gain insights into the scope of service delivery

BENEFITS

Come and work for a dynamic, growing, market-leading global organisation with more than 80 international awards for our work. LEO is a global leader in the creation of blended and digital learning solutions, working with the world’s top brands, including British Airways, Jaguar Land Rover, Novartis, John Lewis, as well as UK Government departments and charities.

With offices in Brighton, London, Sheffield, New York and Atlanta, we support our clients throughout the entire training and development lifecycle. We design blended learning, multi-device learning, mobile apps, learning portals and learning simulations and games as well as more traditional e-learning.

Our people are our first priority, we have active virtual and in-person social events, coaching and mentoring, and a dedicated internal Learning & Development team. Everyone makes a difference to what we do and we encourage everyone to use their voices. We run listening groups/pulse surveys, have Employee Resource (Affinity) Groups which ensures the continuous development of making our overall workplace and working environments (whether in the office or at home) more inclusive and enjoyable for all!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.