Service Delivery Manager

3 weeks ago


Northamptonshire, United Kingdom Concept Resourcing Full time

Service Delivery Manager / Agile / ITIL / Est Midlands / up to £50,000 / Cloud / Managed Services / Cloud Services / MSP /

Concept Resourcing are working with a Managed Services Provider who have this position which is allowing for significant career progression. We are looking for a Service Delivery Manager who will be responsible for managing the performance of services providedto clients as per agreed contracts and ensure that service levels are achieved and maintained.

As the Service Delivery Manager, you will work closely with Sales and Account Managers co-ordinating the delivery of services into key enterprise customers. Reporting to the Head of Service, you will be responsible for building long term profitable relationshipsacross a number of clients, continually adding value by delivering proactive service and service improvements to meet and exceed client expectations.

This is a challenging and varied role, one which will allow you to work and own a number of projects:

- Manage the Service Design and Transition of a portfolio of projects - reviewing, contributing and being responsible for the relevant project documentation throughout the IT Lifecycle
- Engage in regular service review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change
- Contribute to the development of strategy and budgets in compliance within the business objectives
- Manage the transition of new or changed services into production, ensuring that they meet the standards and criteria for implementation into the production environment.
- Manage the end-to-end lifecycle of Major Incidents Analyse service level trends and implement service improvement programs where necessary
- Take a proactive approach to client availability and capacity management, servicing the clients' future requirements in the technical infrastructure and service demand
- Ensure implementation/delivery of the end-to-end service
- Management of tier 1 to tier 3 employees
- Service Delivery Management using ITIL aligned processes and procedures best practice
- Day-to-day interaction with customers and internal teams at all levels to ensure agreed service levels are being delivered effectively
- Work with technical delivery and support teams to prepare and present periodic service trend analysis and service level reports
- Help to identify and monitor risks, governance and compliance requirements related to the Service delivery environment.
- Maintain high level monitoring of operational delivery KPI's, ensuring delivery to predetermined standards, agreements and targets where required.
- Provide proactive advice and guidance to customers resulting in improved service management.
- Agreeing contract assignment milestones and performance checkpoints
- Work closely with Account and Sales Managers, attending regular Managed Service meetings and ensuring a high level of customer satisfaction
- Responsible for the complete operational Customer experience, including service delivery and continual management of the Company's Global Network Services to their Customers.
- Work closely with the Project and Sales Teams to ensure that the on boarding experience is positive for the customer
- Responsible for on-going Service support, producing regular Customer Service Reviews and developing Service Improvement Plans
Skills & Experience required for this position:

- Ability to problem solve any relevant issues with a logical and analytical approach
- A broad understanding of the technology industry, trends, and technologies
- Extensive knowledge of the IT infrastructure operations environment
- Have a proven track record in a managed services environment
- Experience in developing a managed services department and contribute towards its growth
- Experience in maintaining and enhancing Customer relationships
- Experience in providing Root Cause Analysis documentation for P1 outages as requested

Coming from a Managed Services background, you will be someone who takes a proactive approach and is receptive to change. It is important that applicants have:

- ITIL Foundation
- ITIL Practitioner
- BSC (Hons) Degree

The following certifications are desirable:

- ITIL Expert
- Prince 2
- ISO 20000
- ISO 27001
- Technical Certifications
- Six Sigma
- SIAM



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