Service Delivery Excellence Lead

2 months ago

Oxford, Oxfordshire, United Kingdom Endava Full time

About This Role

We are seeking a highly skilled Senior Service Delivery Manager to join our team at Endava. As a key member of our service delivery team, you will be responsible for ensuring the successful delivery of our services to our clients.

Key Responsibilities

  • Develop and maintain strong relationships with our clients to understand their needs and expectations.
  • Lead the development of service design requirements and ensure that they are aligned with our clients' business objectives.
  • Contribute to the estimation of costs, timescales, and resource requirements for service delivery.
  • Manage the service catalogue to ensure that it is up-to-date and aligned with our clients' contractual agreements.
  • Evaluate the status of services provided and ensure that they meet our clients' service level agreements (SLAs).
  • Establish and maintain processes required for service delivery and ensure that they are aligned with our clients' business objectives.
  • Monitor and report on regular activities that are subject to contractual agreement or service management processes.
  • Assist with the planning and management of the overall financial budget to minimize risk and maximize profitability.
  • Monitor and influence improved customer experience.
  • Contribute to the resolution of problems in a timely manner with minimum impact.
  • Ensure that new services or changes in services are transitioned into support according to established processes.
  • Work closely with our clients to plan and implement business continuity methods and risk management strategies.
  • Ensure Continual Service Improvement (CSI) and participate in the definition of countermeasures and contingency arrangements.
  • Act as a bridge between our clients and internal operation managers.

Requirements

  • Experience working in the delivery of similar ITIL-aligned services to SLAs.
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
  • Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
  • Highly efficient and well-organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
  • Managing multiple work streams, internal resources, and dynamic client priorities.
  • Excellent written and spoken English.
  • Able to write clear and articulate reports.
  • Diplomatic and able to remain calm under pressure.

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