Service Delivery Manager
19 hours ago
As a Service Delivery Manager at NEC Software Solutions, you will be responsible for ensuring the seamless delivery of our operational services to customers. This role is aligned with the responsibilities of a Service Owner, following the DDaT (Digital, Data, and Technology) framework, with additional activities to ensure high levels of customer satisfaction and operational efficiency.
Key Responsibilities:- Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimising any service credits payable.
- Monitor service performance, identifying and addressing areas for improvement.
- Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.
- Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
- Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.
- Accountable for Major Incident Management, ensuring timely resolution and communication.
- Accountable for Security Incident Management, ensuring timely resolution and communication.
- Help assess the impact of change and develop suitable mitigations.
- Manage the 'Acceptance into service' process, working with the Delivery Manager to ensure a smooth transition from project to a 'live' service.
- Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.
- Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
- Analyse data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.
- Excellent stakeholder management and communication skills.
- Ability to analyse data and produce insightful reports.
- Familiarity with ITIL or similar service management frameworks.
- Experience in the software or technology industry.
- Certification in ITIL or similar service management frameworks.
- Knowledge of best practices in customer success and service delivery.
- Experience with Cloud infrastructure and application management.
- Experience of reconciling CI/CD and ITIL methodologies would be advantageous.
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
- 25 days paid holiday with the option to buy/sell (FTE).
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.
- A selection of flexible benefits to suit your individual needs.
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK.
- A Full UK Driving License.
We are an equal opportunities employer, welcoming applications from all communities. We pride ourselves in offering an excellent benefits package and a collaborative work environment. If you are a motivated and experienced professional looking to take your career to the next level, we encourage you to apply for this exciting opportunity.
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