Junior Service Delivery Manager - Recruitment

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Competitive + benefits + bonus
West Midlands, Birmingham
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Job type:
Graduate job

We are Harvey Nash, we provide technology talent to some of the world’s best companies.

We take consummate pride in the fact that our people are changing the technology playing field, it’s amazing to know that we are helping shape the digital world around us. Our responsibility is to improve our partner’s technology capability, enabling them to meet their digital destinies and evolve their businesses.

We are based across all of Europe, USA and AsiaPac, meaning that we truly are global leaders, acting with integrity and quality to provide a truly unique service. Our talented people provide services across; technology recruitment, executive search and IT outsourcing.

Alongside Consultants, Managing Consultants and Directors, you will help clients around the UK find the very best talent in the market, whist networking with thought leaders and entrepreneurs who are creating and shaping some of the most cutting-edge technology on the planet.

Overview of role

The role of a Junior Service Delivery Manager is to ensure that we deliver the highest quality of service to our customers by exceeding SLA targets and creating and managing Service Improvement Plans. This role is client facing, managing the relationship and day to day running of some of our key clients.

Key Responsibilities

  1. Dedicated contact (on & offsite) for allocated customers where you will build relationships and become the key "trusted" partner for all service related matters associated with the account
  2. Responsible for all recruitment activity; through direct sourcing and managing wider HN delivery channels
  3. Overseeing the management of contractor extensions and associated administration
  4. Build and manage relationships with external suppliers
  5. Creation and circulation of weekly reporting
  6. Produce and maintain Service Improvement Plans specifically tailored to the customer's needs
  7. Collate and track MI for operational reviews that you will attend as per the agreed schedule
  8. Ensure quality of data on your accounts in e.g. Taleo ATS, Clarity (timesheet portal), CMS, expenses
  9. Provide regular updates on allocated customer accounts to line manager
  10. Work alongside Service Delivery Manager(s) and Head of Service Delivery to identify potential ways to develop the customer's existing portfolio and increase revenue for the business
  11. Identify and attend relevant events and keep abreast of industry news and changes within the sector
  12. Work with your line manager to identify, develop, implement and document new processes required to improve the service delivered to customers
  13. Providing ongoing maintenance and development of Account Plan(s)

Level of experience

  1. Minimum 2 years proven Recruitment experience, ideally in the IT industry
  2. Experience of managing key customer relationships within a service delivery/account management type role
  3. Proven experience in creating client reports and providing recruitment metrics/data
  4. Proven ability to build successful client relationships, up to senior stakeholder level
  5. Evidence of managing projects with a focused outcome
  6. Experience in managing 3rd party suppliers to agreed SLA's would be desirable
  7. Experience with applicant tracking systems would be highly advantageous


Key Competencies:

  1. Ability to manage relationships with both internal and external stakeholders
  2. Excellent communication skills – both verbal and written
  3. Highly organised with a strong attention to detail
  4. Ability to manage conflicting deadlines and be process-driven
  5. Business acumen with the ability to reflect, take accountability and solve problems
  6. Proactive by nature


Key Performance Indicators

  1. Successful feedback from internal and external stakeholders
  2. Evidence and examples of responsibilities being fulfilled
  3. Profitability of account – 100% primary sourcing
  4. Revenue for the business
  5. Execution of MSP service components:Recruitment management
  6. Contractor management
  7. Supplier management
  8. Governance
  9. Reporting

How you match

Criteria provided by job poster


  1. Match