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Service Delivery Manager
2 months ago
Job Title: Service Delivery Manager
Job Summary:
ECR Global is seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for managing the day-to-day delivery of IT services and coordinating the involvement of all parties in the resolution of long-running or complex high-priority incidents.
Key Responsibilities:
- Incident Management: Manage the day-to-day delivery of IT services and coordinate the involvement of all parties in the resolution of long-running or complex high-priority incidents.
- Duty Manager Role: Perform the out-of-hours duty manager role on a rotational basis.
- Service Improvement: Analyze performance data and service monitoring capabilities to identify trends, underlying issues, and services that are in need of improvement and lead the implementation of Service Improvement Plans.
- Service Level Agreements: Support the Senior Service Manager to ensure appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need.
- Service Risk Management: Support the Senior Service Manager to ensure Service Risks are identified, understood, and mitigated.
Requirements:
- Strong Analytical Skills: Have strong analytical capabilities and excellent communication skills.
- Service Management Experience: Have experience in Service Management, Service Transition, and Service Level Agreements.
- Technical Skills: Must be able to work with technical staff from suppliers on a day-to-day basis.
- ITIL Compliance: Experience of working in an ITIL compliant environment (ITIL qualified).
- Supplier Management: Excellent track record of managing suppliers in reaching successful outcomes.
- Industry Experience: Must be currently working with a well-known brand in high-level service management.
