Service Delivery Manager

2 weeks ago

London, United Kingdom BJSS Full time

**About Us**

We’re an innovative tech consultancy - a team of problem solvers. Since 1993 we’ve been finding better ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day.

We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people.

Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We're dedicated to empowering brilliant people to do amazing things. Ourclient-centric approach calls for innovative people, with a passion for continual improvement to join our expanding Service Management Capability and Managed service team to support our continued growth. We are current looking for a Service Delivery Managerto join us.

**About the Role**

Our Service Delivery Managers will:

- Lead one or more managed service engagements for BJSS clients.
- Build strong client relationships which fosters a partnering approach to Service Delivery
- Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, asrequired.
- Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with our documented Service Levels.
- Know when to escalate issues that require additional attention.
- Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.
- Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
- Operate in Agile working environments with varying Agile practices
- Support cloud environments in AWS and Azure

**About You**

Alongside a wealth of Service Desk Management experience within an Application Support environment and experience of managing hosting suppliers, we would also look for:

- Demonstrable experience of managing 2nd and 3rd line support services
- Experience of supporting cloud environments
- ITIL certifications with strong ITIL knowledge, and specific demonstrable experience across all the ITIL processes (e.g. Incident, Problem, Change and Capacity reporting)
- Experience of several distinct implementations
- A solid experience and understanding of the management of commercial contracts
- ISO9001/ISO27001 experience & knowledge
- Experience of mapping, documenting and implementing business processes and ensuring continuous improvement thereof
- A solid understanding of software development methodologies, Project Management techniques and Agile practices
- A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure
- Technical knowledge and experience with IT infrastructure and software
- A passion for Service Management, focus on continual improvement and enthusiasm to learn
- A flexible 'can do’ attitude
- Strong communication/presenting ability

**Some of the Perks**
- A collaborative and inspiring environment working alongside some of the best tech people in the industry
- Hybrid working - you can vary your working location to allow you to collaborate better, feed your creativity, and take the time and space to focus when you need it
- Training opportunities and incentives - we support professional certifications across engineering and non-engineering roles
- Flexible benefits allowance - you can spend on additional pension contributions, healthcare, dental and more
- Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and more
- Life Assurance (4 x annual salary)
- Giving back - the ability to get involved nationally and regionally with partnerships to get people from different backgrounds into tech
- 25 days annual leave plus bank holidays
- Discounts - we have preferred rates from dozens of retail, lifestyle and utility brands
- An industry-leading referral scheme
- Flexible holiday buy/sell option
- Electric vehicle scheme
- GymFlex gym membership programme

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