Service Delivery Manager

4 weeks ago

StokeonTrent Staffordshire, United Kingdom bet365 Full time

Who we are looking for

A Service Delivery Manager who will ensure the efficient and effective provision of IT services to our internal customer base, achieving a constant high standard of service.

You will be responsible for the delivery of excellent end-to-end service support, underpinned by establishing and maintaining effective operational relationships.

Working collaboratively to drive continual improvement and deliver against agreed commitments, you will ensure the provision of service and resolution of issues is delivered at pace with a right first time approach.

The role focuses on providing value to all customers, ensuring data quality is at its highest level. You will support the Senior Service Delivery Manager, IT Delivery Managers and Service Desk to maximise opportunities from conception through to live service. The role demands high levels of trust, confidence and professionalism at all times.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

Preferred skills and experience

  • Experience in a technology or business function.
  • Demonstrable experience or certification in ITIL V3 or V4 foundation as a minimum.
  • Experience working with BMC Remedy or similar ITIL frameworks.
  • Pragmatic with a quality driven mind set, able to prioritise and execute tasks.
  • Excellent communication skills, with the ability to translate technical subject matter into business language and vice versa.
  • Ability to collaborate with staff at all levels and to work either as part of a team or independently.
  • Good communication, interpersonal and creative problem solving skills.
  • Manage time effectively, whilst setting clear expectations and delivering on promises.
  • Excellent relationship management skills, building effective client and internal stakeholder relationships.
  • Ability to identify actions required to drive continuous improvement.

Main Responsibilities

  • Developing and managing effective engagement, acting as a conduit between the internal customer and internal technology teams.
  • Scheduling and leading service review meetings, ensuring that necessary actions are followed up appropriately and at pace.
  • Creating, reviewing, and distributing service level reports and assessing performance at review meetings.
  • Analysing service level trends and implementing service improvement programs where necessary.
  • Driving the speed of resolution and provision to service issues and requests, through effective working arrangements with internal teams.
  • Supporting the management team where necessary and escalating any issues that cannot be resolved which could affect our service.
  • Responding to and managing the resolution of any client complaints.
  • Driving continuous improvement, proactively improving customer satisfaction.
  • Documenting and ensuring adherence to any published processes and procedures, and instigating changes where required.

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