Service Delivery Lead

3 weeks ago

Cardiff, Cardiff, United Kingdom BJSS Full time

About the Role

Our Managed Services team provides comprehensive IT support to clients, encompassing their existing infrastructure and guiding them towards modern platforms and best practices. We are dedicated to empowering our talented individuals to achieve remarkable things. Our client-centric approach prioritizes innovation and continuous improvement. We're currently seeking a Service Delivery Manager to join our expanding team.

As a Service Delivery Manager, you will:

  • Lead one or more managed service engagements for BJSS clients, fostering strong partnerships and collaborative relationships.
  • Manage the day-to-day operations and support of client IT environments, utilizing ITIL processes such as Incident, Request Fulfillment, Problem, Access Management, Event, Change, and Release Management. This involves working both remotely and at client sites as needed.
  • Ensure that all client reported issues are logged, tracked, and resolved within our established service level agreements (SLAs).
  • Develop a deep understanding of the client's systems, platforms, and applications to provide effective support.
  • Escalate complex issues appropriately to ensure timely resolution.
  • Lead the creation and implementation of ITIL-aligned processes and procedures for seamless service delivery.
  • Collaborate closely with technical support teams, including platform engineers and developers, providing 2nd and 3rd line support to clients.
  • Continuously assess existing processes and recommend improvements to enhance efficiency and effectiveness.
  • Thrive in agile working environments utilizing various agile methodologies.
  • Support cloud environments hosted on AWS and Azure platforms.

About You

We are seeking a highly experienced Service Delivery Manager with a proven track record of success. You will possess:

  • Extensive experience managing 2nd and 3rd line support services within an application support environment.
  • Demonstrated expertise in supporting cloud environments, including AWS and Azure.
  • A strong understanding of Service Design and Service Transition methodologies.
  • ITIL certifications with a deep understanding of all ITIL processes (Incident, Problem, Change, Capacity reporting).
  • Experience implementing diverse service management solutions.
  • Solid experience managing commercial contracts and relationships.

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