Service Delivery Manager

Our clients are predominantly business owners who are focused on ensuring their day to day operations perform as they should, I.T, networks, systems and cybersecurity are generally not something they have time to consider and that is where we step in. We manage all of the I.T. requirements so that people don’t have to worry about whether their data and systems are protected.  Nostra is exponentially growing and we are expanding our service team! Nostra has offices in Laois, Galway and Dublin and is open to considering remote working arrangements.

Responsibilities

  • Take full responsibility for Customer Service and Retention for the customers within your department.
  • Take the existing highest Customer Service Standards and continuously raise them to ensure continuously improved experiences for your customers and your team members.
  • Ensuring delivery of service profitability in line with Service Level Agreements to ensure Customers receive service within agreed timelines.
  • Identify and address any potential service issues in a timely, proactive manner.
  • Deliver reporting internally and externally in line with date specific reporting requirements.
  • Partner with our Customer Success Manager to ensure that our clients are receiving next level service.
  • Work seamlessly with all internal departments to ensure Service Department is an enabler to their work. 
  • Proactively introduce process improvements around the delivery of our services. 
  • Lead and Manage a team of IT Engineers located  in office, on client sites or working remotely.
  • Ensure Team have clear and measured KPI’s in line with customer SLA and company targets.
  • Ensure Team members partake in ongoing personal and professional development in line with personal goals and business requirements.
  • Work with H.R. department to ensure a resilient proactive recruitment and retention process is in place in line with department requirements. 
  • Establish and maintain positive business relationships with suppliers, partners (internal and external) deploying and complying with organisational processes. 

Requirements

  • Strong Customer Service experience essential 
  • 5+ years’ experience in people management essential
  • 5+ years’ experience working in a fast paced every changing environment, I.T industry experience preferable. Passionate about helping customers find a resolution to their problems
  • Passionate about customer service and continuous improvement of same and continuously striving to get to the next level. 
  • Ability to work well under pressure, multitask and prioritize responsibilities
  • Demonstrable experience in reporting to external customers and internal stakeholders.
  • Excellent verbal and written communication skills
  • Full clean driving license.

At Nostra we value our people.  We are a passionate team committed to doing our best, our values are trust, accountability, expertise, empathy, people, integrity, and empathy.  These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion.

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Some of the benefits of working with us

3 locations

We also have three office locations to choose from.

  • Park West, Dublin
  • Athenry, Galway
  • Mountmellick, Laois

Life at Nostra

Since joining Nostra in April of this year my exposure to new technologies has broadened quite considerably and my knowledge continues to grow on daily basis, there is a great team work ethic here and no one is ever too busy to help out with an issue. Being a road engineer previously and largely working on my own it’s great to have such knowledgeable colleagues to work with. Moving to Nostra has proved to be a very good decision for me.

Stephen Potter
Account Manager at Nostra

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