IT Service Delivery Manager

4 weeks ago

Stevenage Hertfordshire, United Kingdom Matchtech Full time €70

Stevenage (3 days per week onsite)

Duration: 12 month contract

Our client, a leading provider in the Defence & Security sector, is currently seeking an IT Service Delivery Manager to join their team on a contract basis in Stevenage. This role requires being onsite for three days per week and will begin with a BPSS start. The contract is for 12 months, and the manager will operate under ITIL V3 or V4 frameworks.

Ensure the effective delivery of Customer/Workplace services in accordance with Service descriptions and key performance indicators to support an optimal working environment for employees.
Oversee the contract management of suppliers to ensure the delivery of IT workplace services, including incident progress chasing and management information responses.
Act as the interface for feedback on service issues, reviewing with Line Management and responding to maintain customer confidence.
Manage IT Customer Services and Infrastructure against their SLAs, taking corrective action as needed.
Develop and conduct Customer Service Reviews with customers and suppliers to ensure successful service delivery and identify value-add activities.
Identify service improvement areas and develop plans in conjunction with the Service Delivery Team.
Support contract renewal and negotiation activities for Customer Service and Infrastructure Management.
Provide administrative support, including eRequisitions, e-catalogue management, mobile telephony billing enquiries, quotations, and intranet updates.
teams to support project delivery and respond to escalations or pragmatic support needs.
Support Incident Management processes and issue bulletins and updates, assisting with the administration of alerts via Athoc and red team management.
Review services to ensure compliance with ITIL standards and processes, managing and enforcing them as needed.
Provide support to all sites, including satellite locations, to cover absences and specific activities as needed.
Contribute to the IM Change and Problem Management process to avoid business interruptions, ensuring a group IM approach.
Collaborate with the Facilities Management team for site moves and redevelopments, ensuring no loss of service.

Experience in delivering high-level customer care for business-critical users.
Skills in contract and supplier performance management within a partnership relationship framework.
Broad understanding of IT technologies across various IT services.
ITIL V3 OR V4
Understanding of Commercial, Customer Support, Manufacturing, Technical and Engineering, HR activities, and their IT support relevance/criticality.
Good understanding of RFI/RFP activities and contract negotiations.
If you are experienced in IT service delivery and management within the Defence & Security sector, we would love to hear from you.

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