Senior Manager Service Delivery

4 weeks ago


Sheffield, Sheffield, United Kingdom Cyan Exec Full time

Career Defining Opportunity

A highly experienced Senior Manager, Service Delivery is required to lead a team of c50, including Service Delivery Managers, Site Reliability Engineers, ITIL Service Desk, Problem, Change, Incident Management, Ops/ 2nd Line Support.

The ideal candidate will have proven experience leading teams in the service delivery value chain, with a high preference towards someone working in the vendor space, delivering services to a portfolio of financial services customers.

Key Responsibilities

  • Organise the team to ensure continuity of service throughout the year.
  • Drive team performance through effective resource management and conflict resolution.
  • Client Relationship and Service Quality:
    • Drive standards and best practices in client delivery, ensuring high levels of service quality and customer satisfaction.
    • Represent the service line strategy and goals to clients and within the organisation.
    • Ensure commitments and service quality are maintained and reported accurately.
    • Implement and manage Operational Level Agreements (OLAs) and Quality of Service (QoS) internally.
  • Financial and Vendor Management:
    • Responsible for budget delivery in your remit, ensuring sufficient resources and skills are accounted for.
    • Reporting financial performance for service line activities, including account closing, forecasts, and budget.
    • Working with Financial Control and Business Support functions, oversee relevant contracts with suppliers, improving profitability and efficiency.
  • Continuous Improvement and Development:
    • Foster a culture of continuous improvement within the team.
    • Participate in the identification and development of value-creating services.

Requirements

  • Minimum of 5 years of experience in service delivery management in the Financial Services Sector.
  • Proven experience in managing cross-functional teams and driving service improvements.
  • Strong knowledge of ITIL practices, cloud services, and service delivery frameworks.

About Cyan Exec

Cyan Exec is a company with a longstanding history providing 25% of the UK Financial Service Sector with software & managed services.



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