IT Service Delivery Manager

2 weeks ago

Greater Manchester, United Kingdom ECS Resource Group Full time

IT Service Delivery Manager

Location: Wigan (Hybrid)

I am looking for an experienced Service Delivery Manager, working for our clients leading Managed Network IT Solutions business. The Service Delivery Manager (SDM) is a crucial role in the business, ensuring the efficient delivery of services and maintaining client satisfaction, acting as the single point of contact for the customer escalations.

Main / Core Duties:

  • Client Relationship Management: Responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.
  • Service Quality Assurance: Oversee the quality of services provided, making sure that they meet established standards and that customers are satisfied with the service levels.
  • Service Development: To continually seek to develop service and make improvements. To extend all services to existing and new stakeholders. To work with colleagues and partners to explore possibilities for service development
  • Staffing and Staffing Development: IT Support Teams to ensure smooth handling of ITIL Processes
  • Quality Assurance: To plan and organise service delivery effectively and efficiently, run routine and pre-planned meeting with the customer & management
  • Ensuring ITIL principles are followed.
  • Service Improvement: Identifying opportunities for service improvement, efficiency enhancement, and cost reduction is a key aspect of the role.
  • Performance Monitoring: They monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
  • Problem Resolution: Responsible for resolving any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.
  • Communication Skills: Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively.
  • Problem-Solving Skills: The ability to analyse complex problems and develop solutions is crucial in this role.
  • Reporting: Monthly reports/calls – In depth reporting on SLA's, Monthly Service reviews on overall performance.
  • Quarterly service review meetings – Review performance on a quarterly basis and review IT strategy over the coming months
  • Operational Planning: To deliver support services effectively and efficiently.
  • To ensure infrastructure services are available during core operational times for given areas of responsibility.
  • Follow agreed processes and procedures for handling of problems and major incidents. Deal with priority one incidents; escalating immediately to management; may be the principle contact with a customer for a Priority One incident.
  • In the event of recurring incidents with significant repercussions, take ownership and apply the measures necessary to achieve a permanent solution.
  • Benchmark, analyse, report on, and make recommendations for the improvement and growth of IT Service Delivery and its customers.
  • Keep current with ITIL best practise, service industry and educational developments.
  • Assist in the implementation of all IT policies and procedures, especially those for service provision.

Qualifications required:

  • University degree or college diploma in the field of computer science or equivalent work experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
  • A very analytical mind, able to tackle a problem from different angles and make decisions quickly.
  • Strong communication and negotiation skills
  • Advantageous to have good understanding and experience of project management principles.

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