Following our recent record NPS score of +56, we wanted to share an insight into our Service Delivery Team. It’s this team that manage every account in life at UKCloud. They work exceptionally closely with colleagues in Sales and our Customer Support teams (from NOC to engineers to Customer Success Managers) to onboard and support customer accounts throughout their lifecycle ensuring our customers receive the very best support and service.
Service Delivery also interface with teams across Platforms and Products to understand future roadmap development items, the capabilities of our products and upcoming enhancements that further benefit our customers. The biggest role for Service Delivery is to act as the internal voice of the customer at UKCloud. They’re there to ensure customer delight is at the forefront of what we’re doing, and we’re delighted that this is reflected in our recent NPS score.
Mark Benwell, one of Senior Service Delivery managers, explains how he came to join UKCloud and what the role means to him.
What is your background?
I started out in IT as a junior sales account manager for a computer hardware distributor. It was a great opportunity for me to learn about the IT industry and the products and technologies of the time (it also gave me my first experience of working in a customer facing role, something I would later return to). I moved from there to a large managed hosting provider and worked in a variety of different support roles over 11 years or so before moving into IT Service Management.
What brought you to UKCloud?
I joined UKCloud in early 2015. I was looking for a new challenge, and when I heard about the opportunity to join a relatively new company, I quickly realised it was something I couldn’t turn down. It’s proved to be an exciting journey and I’ve relished the opportunity to continue to learn and develop my career within a new and expanding sector. I have been with UKCloud for almost five years now and the amount of change, and the rate at which it has occurred, during my time here has been astounding!
What does your day to day look like?
No two days as a Service Delivery Manager are the same, but most usually begin with a review of the previous day’s activities before turning attention to the day ahead. I will be listening out for anything that could affect the clients that we look after and balance my time between scheduled activities (e.g. customer service reviews) and more pro-active work. Beyond the immediate day-to-day, we also make sure to keep an eye on the wider context, working closely with our Sales, Product Management and Customer Operations teams towards strategic goals for our clients and the UKCloud platform. Over time my role and responsibilities have changed as the Service Delivery Manager role has developed, and this is also something I have also been pleased to be involved with and help to shape.
What work are you excited about?
My role at UKCloud is as a customer advocate, managing various activities across multiple teams and making sure our clients current technology solutions meet their needs whilst building our client relationships. I enjoy being challenged with an interesting variety of projects, often involving new and emerging cloud technologies. Another interesting aspect of my work is being involved from an early stage of a client’s journey, from initial design and implementation all the way through to customer on-boarding and beyond. This means I get to work with different groups of people at UKCloud and with our clients as well. Because of this there’s always an opportunity to expand my own learning, with the support of UKCloud and its many like-minded people.
Hopefully this gives you a flavour of what a day in the life of a service delivery manager entails… but of course no client, role or day is the same at UKCloud, helping to make this an interesting and rewarding place to work.