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Senior Service Delivery Manager
4 months ago
Act as an SME across Service Management covering: Service Transition Management/Planning
Service Design Management
Business Change Readiness
Service Governance and Assurance
Service Continuity
Capacity Management
Provide on call rota cover for Major Incident Management
Deliver client satisfaction and maintain client communication.
Identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses to achieve excellent user outcomes
Communications, stakeholder engagement and management, change network set up and management to ensure readiness as Relying Parties are on boarded or transformation activities are rolled out. This includes communicating and promoting successes across all parties.
Ensure that a set of IT products, suppliers and vendors and ITIL best practices come together to deliver an IT service
Identify areas where continual service improvement can be applied, oversee implementation of resulting change and measure the level of improvement
Be the bridge between Mastek Delivery and L3 Support therefore ensuring any new services delivered can be effectively supported by Mastek L3 Engineers.
Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met
Work collaboratively in a group, actively networking with others to deliver high impact, complex change safely in to live
Educated in Computer Sciences or have operated at this level of complexity in a workplace environment MANDATORY
Customer-service oriented with a problem-solving attitude MANDATORY
Be an advocate of ITIL best practice processes within the business MANDATORY
ITIL V3 Certification DESIRABLE
ITIL V4 PREFERRED
Hands on experience ITSM software
Ability to collate, digest and report on complex data sets from multiple sources e.g. Dedicated to reach and maintain high quality standards
Organisational, time management, work prioritisation skills
Dedicated to reach and maintain high quality standards
Fluent in written and spoken English
