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Service Delivery Manager
2 months ago
We are seeking a highly skilled Service Manager to join our team at IT Naturally | B Corp | MSP. As a Service Manager, you will play a critical role in ensuring the smooth operation of our IT services and processes.
Key Responsibilities- Service Performance Monitoring: Monitor service performance against Service Level Agreements (SLAs) and Service Level Management (SLMs) activities for our products and services.
- Service Improvement Planning: Create and track the Service Improvement Plan (SIP), including quality assurance, to ensure continuous improvement of our services.
- Problem Management: Own the problem management process, proactively coordinating resolutions with customers, third parties, and internal teams.
- Service Reporting: Publish regular service reports and review with key stakeholders and suppliers.
- Incident Management: Respond to escalations and high-priority incidents, which may require escalation, and assist with management support.
- Policy Adherence: Ensure all IT Service Management (ITSM) policies are adhered to.
- Project/Service Transition: Provide project/service transition support around stakeholder communications for planned and unplanned service interruptions (outages, maintenance, etc.).
- Root Cause Analysis: Conduct root cause analysis on all priority 1 and 2 incidents, seeking and addressing process failures to identify lessons learned and continuous improvements.
- On-Call Support: Contribute to a 24x7 on-call rota to manage P1 and P2 incidents.
- 5+ years of industry experience in IT service management.
- Service reporting experience and ability to interpret metrics.
- Outsourced/service integration service management experience.
- Demonstrable experience of creating and owning a Service Improvement Plan.
- Knowledge and application of ITIL service management processes.
- An understanding of service improvement activities.
- Service outcome-focused.
- Ability to hit the ground running and self-motivated.
IT Naturally | B Corp | MSP is a carbon-neutral IT infrastructure service provider. We aim to use technology as a force for good to work together to build a better world.
We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.
We are human, skilled, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?
