About RM
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide. 

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. 

The Role

The Service Delivery Manager role is field based and sits within the Service Delivery team reporting to the Service Delivery and Standards Manager.  It is responsible for the day to day running of the service for aligned customers within the scope of the service level agreement.

The Service Delivery Manager is the voice of the customer whose mission it is to demonstrate the value delivered and ensuring that customer needs are met.

• Responsible for the customer experience owning day to day relationships with schools, including regular meetings, reporting, and handling issues and complaints to successful resolution.
• Understand your customers and build and maintain actionable insight including their priorities and that of their SMT and Governors, their OFSTED ratings and school/Trust financial status to inform RM activities and initiatives.
• Provide comprehensive operational reporting and insight, attending both customer and internal meetings as appropriate to present this.
• Work closely with the wider Service Operations team to ensure that in scope services are delivered to agreed service levels.
• Manage customer escalations, working with colleagues across Service Operations to ensure the right resources are engaged and timely and effective communication is maintained to all interested parties.
• Drive, deliver and maintain high levels of customer satisfaction by ensuring customer expectations are aligned to their agreed services.
• Work closely with the Account Management team to inform opportunities for upsell and cross sell.

The role and its responsibilities can be expected to evolve across time.

You will have proven experience of:

• Service Management Methodologies and best practice.
• Service Delivery and customer stakeholder management across a range of customers and cultures including those featuring service credits or other penalties.
• Developing relationships with clients and senior stakeholders responsible for services, incorporating regular meetings to review feedback from an unbiased perspective with a focus of implementing change for continual improvement in the service.
• Applying your analytical skills and commercial acumen to identify opportunities for improvement, cost reduction or cross sell and upsell.
• Working closely with a range of internal stakeholders to deliver agreed business and customer outcomes.

You will be:

• A confident and self-motivated individual who is able to effectively engage with a diverse range of customers, establishing rapport and maintaining strong business relationships.
• Tenacious and dedicated to delivering reliable and efficient IT services to our customers in a positive and engaging manner, meeting the needs of our customers while delivering on agreed business goals.
• A calm and methodical problem solver able to confidently navigate customers and colleagues alike through the most challenging issues with empathy.
• A collaborator, able to work well with other leaders and functions, to ensure all departments work in concert to deliver business outcomes.
• Motivated by, and aligned to, our core values and our mission to harness technology to improve the learning environment for all.

You will have:

• Strong business acumen developed over the course of your career in similar roles.
• Excellent communication (both written and oral) and the ability to build effective, professional relationships with customer and key internal stakeholders.
• Practical understanding (or direct experience) of ITIL v4 principles in a Service Operations environment which may be evidenced through relevant certification.
• A working understanding of key industry standard technologies such as Microsoft Windows server environments, Mobile Device Management (MDM) and cloud services such as Microsoft 365 and Google Workspace.
• Strong analytical skills, able to interpret and communicate service-related data to a variety of audiences.

What’s in it for you? 

At RM we recently introduced My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working. 

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks. 

At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. 

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. 

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.