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Senior Service Delivery Manager
4 months ago
- Contractual Management: actively participates in Client / internal contract negotiations
- Production of Service Design requirements.
- Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.
- Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services.
- Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services.
- Process Management: establishment and maintenance of the processes required in the provision of Client Services.
- Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets).
- Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
- CSAT: monitors and influences improved customer experience.
- Problem Management:contributes to problems being addressed in a timely manner, and with minimum impact.
- Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.
- Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.
- Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- Acts as bridge between the client and internal operation managers. What skills and experience do you need?
- Experience working in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
- Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Managing multiple work streams, internal resources and dynamic client priorities.
- Excellent written and spoken English.
- Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
We’re a diverse group of people who share, create and connect over projects and beyond in the communities we live in. Working across 28 countries in six continents, we aim to be a force for good locally and turn our passions into drivers of change.
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