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Service Delivery Manager

2 months ago

West Malling, Kent, United Kingdom Tiger Resourcing Group Full time

Job Title: Service Delivery Manager - IT Operations

Job Summary:

We are seeking a highly motivated and experienced Service Delivery Manager to join our team at Tiger Resourcing Group. As a Service Delivery Manager, you will play a critical role in ensuring the smooth operation of our IT services and delivering exceptional service to our customers.

Key Responsibilities:

  • Manage IT Operations: Oversee the entire lifecycle of key ITIL practices, including Incident, Problem, Change, Asset, Transition, and Service Request management, ensuring timely resolution and fulfillment in alignment with service level agreements (SLAs).
  • Manage End-to-End Service Provision: Act as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies.
  • Manage Service Communications: Provide regular incident and maintenance updates, as well as reports to Senior Management on all aspects of service performance, ensuring transparency and timely communication on any issues.
  • Manage SLAs and Develop Service Excellence: Regularly attend internal and external service review meetings, and develop and maintain strong relationships with both customers and suppliers to ensure effective collaboration and service delivery.
  • Strategically Plan and Schedule Resources: Ensure optimal efficiency and project success by planning and scheduling resources effectively.
  • Be a Part of an Incident Management Team Rota: Provide critical support outside of core business hours as part of an incident management team rota.
  • Work Closely with Business Stakeholders: Provide consultative input on solution changes, updates, and upgrades, and assist in defining and communicating the strategic roadmap.

Requirements:

  • Proven experience of managing IT services throughout the entire service lifecycle, ensuring end-to-end delivery and support.
  • Demonstrate a high level of proficiency in both written and spoken communications.
  • Able to perform under pressure by maintaining clarity and logical thinking in challenging situations.
  • Demonstrate ability to research topics thoroughly, with a strong commitment to driving continuous improvement.
  • Skilled in addressing complex issues and breaking them down into clear, manageable components.
  • Demonstrate flexibility in approach and thrive in a dynamic organizational structure, balancing teamwork with self-sufficiency as needed.
  • Strong initiative and drive, with a proactive attitude, eagerness to learn, and a personable nature.
  • Exhibit a meticulous approach with a strong focus on quality, and the ability to work effectively with minimal supervision.

What We Offer:

  • Permanent hybrid ways of working where roles allow.
  • Six weeks holiday plus bank holidays.
  • A wide range of development opportunities to support personal and professional growth.
  • Pension scheme with better-than-market employer contribution options.
  • Social impact benefit schemes.