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Service Delivery Manager

2 months ago

Hemel Hempstead, Hertfordshire, United Kingdom NECSWS Full time
Service Delivery Manager

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.
Requirements:
  • 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.
What We Offer:
  • 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 supportive work environment. If you are a motivated and experienced professional looking for a new challenge, please apply today.