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Senior Service Delivery Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Endava Full time

About This Role

We are seeking a highly skilled Senior Service Delivery Manager to join our team at Endava. As a key member of our service delivery team, you will be responsible for ensuring the successful delivery of our IT services to our clients.

Key Responsibilities

  • Develop and maintain strong relationships with our clients to understand their needs and expectations.
  • Manage and negotiate contracts with clients to ensure mutually beneficial agreements.
  • Develop and implement service design requirements to meet client needs.
  • Contribute to the estimation of costs, timescales, and resource requirements for service delivery.
  • Manage the service catalogue to ensure it is up-to-date and aligned with client agreements.
  • Evaluate the status of services provided and manage service level agreements (SLAs).
  • Establish and maintain processes required for service delivery.
  • Monitor and report on service activities and metrics.
  • Assist with commercial management to minimize risk and maximize profitability.
  • Monitor and improve customer experience.
  • Contribute to problem management to minimize impact.
  • Ensure the transition of new services or changes into support according to established processes.
  • Work with clients to plan and implement business continuity methods.
  • Ensure continual service improvement.
  • Participate in the definition of countermeasures and contingency arrangements for service disruptions.
  • Act as a bridge between clients and internal operation managers.

Requirements

  • Experience in delivering ITIL-aligned services to SLAs.
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
  • Excellent communication and interpersonal skills.
  • Ability to produce high-quality written service delivery materials.
  • Experience managing multiple work streams and resources.
  • Excellent written and spoken English.
  • Able to write clear and articulate reports.
  • Diplomatic and able to remain calm under pressure.