Service Delivery Manager

2 weeks ago

Telford, Telford and Wrekin, United Kingdom Skillsbay Limited Full time
Overview: We are seeking a highly skilled and motivated Service Delivery Manager to oversee the efficient and effective delivery of services to our clients. The ideal candidate will have a deep understanding of service management principles, strong leadership abilities, excellent communication skills, and a passion for driving continuous improvement.

Key Responsibilities:
Service Management:
  • Utilize extensive knowledge of service management principles, frameworks (e.g., ITIL), and best practices to ensure the smooth operation of service delivery processes.
  • Oversee incident management, problem management, change management, and service level management to maintain service quality and meet client expectations.
Client Relationship Management:
  • Build and maintain strong relationships with clients through effective communication and understanding of client requirements.
  • Manage client expectations and ensure high levels of client satisfaction throughout the service delivery lifecycle.
Leadership:
  • Provide strong leadership to a team of service delivery professionals, including delegating tasks, providing clear direction, and fostering collaboration and teamwork.
  • Motivate team members to achieve their best performance and contribute to overall service delivery excellence.
Project Management:
  • Oversee multiple projects or initiatives related to service delivery, ensuring alignment with organizational goals and priorities.
  • Plan, organize, and coordinate resources, timelines, and deliverables to successfully execute projects and meet objectives.
Problem-Solving:
  • Analyse complex situations and identify service-related problems quickly and effectively.
  • Propose and implement viable solutions to address service challenges and improve overall service delivery efficiency.
Financial Management:
  • Manage budgeting, cost management, and financial planning to ensure service delivery stays within budgetary constraints and aligns with financial goals.
  • Identify opportunities for cost savings and optimization without compromising service quality.
Continuous Improvement:
  • Foster a culture of continuous improvement within the service delivery team.
  • Proactively identify areas for process enhancement and efficiency gains, and implement solutions to drive continuous improvement.
Technical Knowledge:
  • Maintain a good understanding of IT systems, infrastructure, and emerging technologies relevant to service delivery.
  • Effectively communicate with technical teams and stakeholders to ensure alignment and understanding of service delivery requirements.
Qualifications:
  • Bachelor's degree in Business Administration, Information Technology, or related field.
  • Certification in IT Service Management (e.g., ITIL) is highly desirable.
  • Proven experience in service management, client relationship management, and leadership roles.
  • Strong project management skills with the ability to manage multiple projects simultaneously.
  • Excellent problem-solving abilities and decision-making skills.
  • Financial acumen with experience in budgeting and financial management.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Outstanding interpersonal and communication skills, both written and verbal.
  • Demonstrated commitment to continuous improvement and learning.

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