Senior Service Delivery Expert

2 weeks ago

Reading, Reading, United Kingdom Endava Full time

About This Role

As a Senior Service Delivery Manager, you'll play a pivotal role in cultivating strong client relationships and ensuring the seamless delivery of IT services. You'll be responsible for managing contracts, designing service solutions, and overseeing the entire service lifecycle.

Key Responsibilities
  • Client Relationship Management: Actively participate in contract negotiations with clients and internal stakeholders to ensure mutually beneficial agreements.
  • Service Design & Delivery: Contribute to the development of service design requirements, estimate costs, timelines, and resource needs for successful service delivery.
  • Service Catalogue Management: Maintain an accurate and up-to-date Service Catalogue in collaboration with clients, reflecting contracted services.
  • Service Governance & Monitoring: Evaluate the performance of delivered services, including SLA management and other contractual or non-contractual metrics. Monitor, measure, and report on service activities to ensure adherence to agreements.
  • Process Management: Establish and refine processes for delivering client services effectively and efficiently.
  • Commercial Management: Assist in planning and managing the overall financial budget to minimize risk and maximize profitability.
  • Customer Experience & Problem Resolution: Drive continuous improvement in customer satisfaction (CSAT) and contribute to timely and effective problem resolution.
  • Service Transition & Business Continuity: Ensure smooth transitions of new services or changes into support operations. Collaborate with clients on business continuity planning, risk management, and impact analysis.
  • Service Improvement & Innovation: Champion a culture of continuous service improvement (CSI) by identifying opportunities for enhancement and implementing effective countermeasures.
Required Skills & Experience
  • Proven experience in delivering IT services aligned with ITIL best practices, meeting SLAs consistently.
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
  • Excellent communication skills, adept at interacting with diverse stakeholders, from Service Desk analysts to senior IT managers and CIOs.
  • Highly organized and efficient, with a demonstrated ability to produce clear and concise service delivery documentation, including reports and improvement plans.
  • Strong project management skills, capable of managing multiple work streams, internal resources, and dynamic client priorities.
  • Proficiency in written and spoken English.
  • Diplomatic and able to remain calm under pressure.

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