Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager is responsible for ensuring the continual quality provision and governance of my clients Service Management Framework to internal and supplier teams to drive a constantly improving customer excellence with a 24x7x365 regime

Role  Accountabilities

  • Provide Service Excellence by ensuring my client has a fit-for-purpose Service Management framework applying the right governance for all stakeholders
  • Manage and assure third party Service Management provision to high levels, supporting Technical Operations ability to provide stable, reliable, available and secure services
  • Monitoring, auditing and maturing Service Management processes and framework performance, identifying and implementing process improvements, to provide high levels of customer excellence
  • Manage and build customer relevant metrics and measures to ensure excellent delivery of service and provide intelligence driven and in-depth Management Information and reporting to provide the ability to deliver and improve both service and customer excellence
  • Support the incident management processes by ensuring that all technical and business operations and 3rd parties follow due process and adhere to high quality ticket standards to achieve a swift and timely resolution to customer faults
  • Ensure operational stability by actively supporting, owning and being part of a robust change management regime
  • Supporting and governing problem management, ensuring root causes of faults are identified within SLA and to the required quality through working with teams and suppliers ensuring resolutions are rapidly identified, implemented and are fit for purpose
  • Be an interface into the business as required, ensuring that we look to deliver service excellence to all customers, both internally and externally
  • Build and maintain relationships with stakeholders to understand and interpret the criticality of issues, identifying appropriate courses of action and resolution
  • Actively being an escalation point to provide support and guidance to teams covering the 24x7x365 operations as part of a duty management rota

Specialist/Technical Expertise

  • Build and maintain relationships with stakeholders to understand and interpret the criticality of issues, identifying appropriate courses of action and resolution
  • Actively being an escalation point to provide support and guidance to teams covering the 24x7x365 operations as part of a duty management rota
  • Experience in similar   roles working to industry best practice standards within tight timescale in a fast paced environment
  • Solid experience and capability of Service Management principles and governance with a minimum of at least one or more relevant ITIL intermediate qualifications (Service Design, Service Transition or Service Operations) and being able to demonstrate experience and understanding through working within ITIL environments within your previous positions
  • Experience of working in an outsourced environment and working with offshore partners
  • Knowledge, understanding and practical experience of building and maintain supplier relationships including direct, third party and off shore contingents
  • Being able to provide outcome based deliveries to high levels of quality for improved customer and service experiences
  • Experience in building, redesigning or improving best practices processes
  • Excellent communication skills at all levels, with the ability to influence and translate complex IT issues into business related vocabulary

We would like to thank you for taking the time to apply for this vacancy.  If you are not selected for this particular position, your CV will be kept on file and you may be contacted for other suitable roles in the future.

Submit Your Application

Please Note: All fields marked with * are required. If you would like to apply for this position but are unable to complete a required field for any reason, please call us on 0121 705 0077.

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