Service Delivery Manager (UK/IOM)

Job Description

Key Responsibilities

Act as the Primary Service Delivery contact for managed services

Be the contact and escalation point for clients relating to operational and service delivery matters

Provide Service prioritisation where conflicting demands on resources

Define, implement and maintain Service Delivery processes, procedures and documentation

Ensure SLAs are managed and achieved across the business

Provide clients with monthly and contractual performance reporting

Define, agree and create customer reports

Identify areas for Service Management improvement (continual improvement program)

Work with the Technical Director, and other teams to ensure standards are met and maintained and that policies are adhered to within the operations & service management departments

Represent the business and services at client service review meetings

Manage supplier & vendor management relating to the delivery of client services

Work with the Project Delivery Manager & Engineering teams to ensure adequate service transition in the project delivery process

Contribute as a member of the Senior Management Team

Develop and own a Service Improvement plan including the application and management of KPIs

Reinforce good practice in ITIL processes and act as an authoritative source for all Service Delivery matters

Essential Requirements

The successful candidate will demonstrate a high level of accomplishment in a Service Delivery role within the IT sector and be looking for an environment to grow their career
5+ years experience in Service Delivery Management in an SLA based, multi-tenanted environment, specifically in the technology services sector

Technical IT infrastructure experience

Experience in the definition of Service Level Agreements, their implementation and management

Experience of resource management

Excellent customer facing skills in a Service Management role

Hands-on, pro-active approach to Service Management

Supplier management experience

Excellent written and verbal communications

Third party supplier management experience

Report generation and statistical analysis skills

ISO27001, 9001 & 20000 experience

ITIL V3 Expert/ V2 Manager