Service Delivery Specialist

We’re Hiring – Service Delivery Specialist

Salary – £40,000 - £45,000 (DOE)

Location - Shoreham, Birmingham, Exeter or Manchester (Hybrid)

Travel - Occasional travel will be required

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We’re looking for a Service Delivery Specialist to act as the primary point of contact for assigned customers, ensuring ICT services are delivered consistently, professionally, and in line with agreed service levels. The role combines strong customer relationship management with proactive service governance, driving continuous improvement and a high-quality customer experience throughout the service lifecycle.

Key Responsibilities:

• Serve as the primary contact point for named customer accounts
• Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
• Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
• Establish and maintain clear, professional relationships internally and with customer stakeholders
• Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained
• Support communication and aid with planned works and maintenance activities
• Maintain awareness of complaint handling processes and track customer complaints through to resolution
• Maintain Service Operations Manuals or customer profile documents for named accounts
• Maintain accurate records of delivered services and customer interactions in appropriate systems
• Ensure contractual Service Level Agreements (SLAs) are reported against and managed, progressing any service credits payable in line with contractual terms

Skills & Experience:

• Ability to manage multiple priorities in a fast-paced environment
• Excellent telephony skills with strong communication abilities, both written and verbal
• Customer-facing experience at all levels with proven track record in customer relationship management
• Effective collaboration with team members across different locations using virtual communication tools
• Strong administrative and reporting skills
• Understanding of risk management for protecting clients and service providers
• Broad technical understanding of IT infrastructure, Cloud services, networking, and security
• Strong communication and stakeholder management skills at various levels
• Experience operating in a fast-changing environment
• Familiarity with service management tools (e.g., ServiceNow, Monday.com, ITGlue etc)
• Ability to influence stakeholders and impact decision outcomes with persuasive communication
• Experience integrating service performance data from various sources to identify trends and create improvement plans
• Experience managing service delivery using SLAs, KPIs, and proactive engagement

Nice to Have:

• ITIL 4 Foundation certification with familiarity in Incident Management, Change and Release Management, Problem resolution, and Service/Help Desk operations
• Experience working within a high-growth IT Managed Services Provider (MSP)
• Exposure to Cloud and/or Communication technology sectors

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!