Service Delivery Manager

2 months ago


Reading Berkshire, United Kingdom Areti Group | B Corp™ Full time

Systems Service Delivery Manager

Department: Systems Operations and Support

Location: Hybrid

Job Overview

We seek a highly skilled Service Delivery Manager to join our Systems Operations and Support team. You'll oversee operational performance and stability of business-critical systems, ensuring seamless service delivery. This role involves orchestrating successful service transitions and driving continuous improvement. Ideal candidates have a strong background in technology systems operations, especially within the telecommunications industry.

Responsibilities

  • Service Delivery: Oversee incident management, root cause analysis, change management, and operational performance.
  • Service Transition: Lead transitions from project teams to BAU support, define acceptance criteria, and track outstanding issues.
  • Collaboration: Act as the primary interface between SysOps, Business, and Customer Operations, building strong relationships and facilitating regular meetings.

Person Specification

Essential Criteria

  • 5+ years of experience in IT service delivery or systems operations
  • Strong track record in incident and problem management
  • Experience managing business-critical systems
  • Proven experience in service transitions
  • Experience in stakeholder management
  • Problem-solving and analytical capabilities
  • Ability to manage multiple priorities

Desirable Criteria

  • Experience in the broadband or telecommunications industry
  • Familiarity with DevOps practices

Qualifications

  • ITIL v4 Foundation or equivalent certification
  • Project or Service Management certification (e.g., PMP, PRINCE2)
  • ITIL Expert or intermediate level certifications
  • Agile/Scrum certifications

Skills and Attributes

  • Excellent communication and collaboration skills
  • Leadership qualities
  • Organizational and strategic thinking
  • Solution-oriented mindset
  • Strong relationship-building abilities


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