Meet Steph: Our Lead Service Delivery Manager
Stephen Smith is a Service Delivery Manager at Delt, supporting both Transforming Futures Trust and internal services. With a background in customer service and service delivery, Steph brings years of experience to his role and focuses on building strong relationships, solving problems, and making sure customers feel heard.
What is your current role and what do you enjoy most about it? Please can you describe what a typical day/week looks like in your current role?
I am a Lead Service Delivery Manager and look after Transforming Futures Trust and Delt. I also manage one other Service Delivery Manager who shares the same passion as mine for delivering great customer service. No two days are the same, as we can get escalations from our customers that we own and get support from the Delt teams to resolve.
Why did you apply for your role at Delt?
I was made redundant by Computer Sciences Corporation in September 2016, having spent 21 years with them as a Service Delivery Manager and in other roles, and needed a new venture. I joined Delt in March 2017 as a Commercial Manager and moved into Service Delivery in November 2018.
What does your journey at Delt look like, how have you progressed and how have we helped you?
Delt has always been supportive of my development within my role. This has allowed me to do the best I can to deliver great service to my customers.
What advice would you give to someone new joining your team at the start of their career?
That every day you learn something new! This role can sometimes be frustrating because we can’t ‘fix’ things (we’ve got experts for that). We are part of the extended team of the customer, to take their feedback and discuss with the technical teams to ensure that we are doing the best for them.
What has been the highlight of your career with Delt so far?
For me, it’s making a difference to our customers and being a trusted advisor to them.
How would you describe the team culture at Delt, and how does it contribute to your job satisfaction?
I feel that we are working collectively to do a good job, and that the team understands that in the role of an Service Delivery Manager, we are the voice of the customer and can act as a shield to the teams. So it’s important we are updated so we can communicate effectively. This makes my job so much easier because it’s crucial in providing the best customer service.
What do you enjoy doing outside of work?
My passion is golf, and I was the China Fleet Golf Captain for several years. I play most weeks, either as a casual round at the club or in China Fleet/Cornwall golf competitions. It’s a great way to keep fit and have fun out in the great environment.
Stephen Smith, Lead Service Delivery Manager