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ITIL Service Delivery Manager
1 month ago
We are a leading cloud solution provider in Europe, founded in 2016 and rapidly growing. Our mission is to enable companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from their existing technology investments.
Job DescriptionWe are seeking a skilled and experienced Service Delivery Manager to oversee and ensure the effective delivery of managed services to our clients. This role is critical in maintaining high levels of client satisfaction, driving service improvement initiatives, and ensuring compliance with contractual deliverables.
Key Responsibilities- Deliver managed services, meeting SLAs and KPIs, and drive service improvement initiatives to reduce costs and improve service delivery.
- Accountable for overall contractual deliverables of assigned accounts.
- Work with the aligned Account Manager and sales support to recognize new opportunities.
- Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
- Ensure ITIL framework is followed.
- Manage both Comms and customer risks relating to delivery of service with appropriate levels of escalation at the right time.
- Ensure new Services are introduced effectively with appropriate monitoring, metrics and support in place.
- Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
- Ensure that all required documentation is updated as required and stored in the correct location.
- Responsible for management of continual improvement plans across aligned accounts.
- Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
- Reporting in an accurate and timely manner on contract status internally and externally.
- Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.
- Working effectively across more than one supply channels (e.g., internal, client, 3rd party suppliers and partners).
- Managing client relationships.
- Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience.
- Strong understanding and application of the ITIL framework, with a focus on continual service improvement.
- Excellent client relationship management skills, with the ability to communicate effectively at all levels.
- Strong problem-solving skills and experience in managing service risks and escalations.
- Excellent organizational, documentation, and reporting skills.
- Stays updated with industry trends and best practices in IT service management.
- Proven ability to manage multiple accounts and priorities, meeting deadlines and contractual obligations.
- Competitive salary and benefits package.
- Annual leave of 25 days + UK Bank Holidays.
- 1x day Birthday leave per year.
- Vitality Health Insurance (after probation).
- Pension scheme through People's Pension.
- Referral Bonus scheme.
- 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc).
- Access to internal Mental Health First Aid Champions.
- My Staff Shop scheme discounts.
- Cycle to Work scheme.
- Free eye tests.
- Annual flu jab.
