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Service Delivery Technical Manager
4 months ago
As the Account SDM you will own the management and delivery of the service to the customer to the specified SLA’s; whilst ensuring customer satisfaction and service is delivered as well as drive continuous improvement and innovation and ensure that the company receives value for money for all expenditure on hardware, software and services.
This will require you to manage internal matrix teams and 3 rd party relationships.
Ideally you will already be SC cleared; or with potential to be SC cleared.
As a seasoned ITIL aligned Service Delivery Manager, you will have experience of owning both the management and delivery of services to customers in adherence with specified SLA’s; whilst ensuring customer satisfaction and the service is delivered in line with the agreed contractual terms, as well as driving continuous improvement and innovation.
You will have strong experience within ITIL environments and you will have also managed in a cloud environment such as Microsoft Azure.
You will also ideally have a good understanding of enterprise grade application architecture and how applications work with infrastructure and good technical knowledge and experience with some or all of the the following Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage and Networks.
What to expect
As the Service Delivery Manager, the role requires end to end management of the service
Management function to the client. The role will sit within the account team and will report to the account
Delivery Director. The role will require interacting with the client’s service management team, business
Stakeholders, internal stakeholders and 3rd parties.
Other responsibilities will include:
End to end management of the service management function (Service Management, Incident Management, Change Management, Problem Management) Ensure adherence to contractually agreed service levels with the client
Define and adhere to boundaries of what is ‘BAU’ and what is ‘Project Work’ Oversee the transition of support of new or changed services into the managed services scope
Understand the customer’s business process cycle and manage resourcing levels appropriately Track contractual metrics and produce monthly and weekly status reports
Focus not just on ‘day-to-day’ operational management but possess foresight for continuous improvement that is tangible and demonstrable Act as the escalation point of contact for out of hours and critical business periods
Keep on top of project financials and agreed project margins
Ensure that critical incidents are managed closely with high degree of focus and appropriately detailed communication to concerned stakeholders
Effectively manage technical resources when dealing with high priority incidents, ensuring that
critical incident management teams are appropriately resourced and staffed up
Your skills
ITIL v3 Foundation (Minimum), ITIL Expert (Desired)
At least 12-15 years in an ITIL based service management environment, with at least 6-8 years in an ITIL Service Manager role
Excellent written and verbal communication skills
Experience of managing in a cloud environment such as Microsoft Azure.
Ability to tailor the message to suit the audience
Good understanding of enterprise grade application architecture and how applications work with infrastructure is desirable
Hands on technical knowledge and experience, particularly infrastructure (e.g. Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage, Networks) is an added advantage
Experience working in an onshore-offshore model is mandatory
Prior experience of working in a multi vendor environment is extremely desirable
Ability to demonstrate tangible continuous improvement that has been implemented
Must be an excellent team player
Good documentation and presentation abilities are mandatory
Highly committed, motivated and self starter – must be able to give himself/herself directions rather than waiting for a steer from above
Ability to work with a diverse group of technically experienced resources – must be able to demonstrate experience with managing conflicts and disagreements at the workplace
Upsell and Cross-Sell abilities highly desirable
This is an urgent opportunity, with interviews being scheduled as soon as possible, if you are interested in hearing more, please reply with a copy of your cv, an indication of your availability and salary expectations and you will be contacted by return.
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