Cloud Expert Service Delivery Executive

4 days ago


Birmingham, Birmingham, United Kingdom Agile Recruitment Ltd Full time
Technical Service Delivery Manager Position - Midlands

This is a unique opportunity to join our Agile Recruitment Ltd team as a Technical Service Delivery Manager.

About the Role

You will be responsible for end-to-end management of the service management function to the client, including Service Management, Incident Management, Change Management, and Problem Management.

  • Key Responsibilities:
  • Ensure adherence to contractually agreed service levels with the client
  • Define and adhere to boundaries of what is 'BAU' and what is 'Project Work'
  • Oversee the transition of support of new or changed services into the managed services scope
  • Understand the customer's business process cycle and manage resourcing levels appropriately
  • Track contractual metrics and produce monthly and weekly status reports
  • Focus on operational management while possessing foresight for tangible continuous improvement
  • Act as the escalation point of contact for out-of-hours and critical business periods
  • Keep on top of project financials and agreed project margins
  • Ensure that critical incidents are managed closely with high focus and appropriate communication to stakeholders
Requirements

To be successful in this Technical Service Delivery Manager Position, you will need to have:

  • ITIL v3 Foundation (Minimum), ITIL Expert (Desired)
  • At least 12-15 years in an ITIL based service management environment, with at least 6-8 years in an ITIL Service Manager role
  • Excellent written and verbal communication skills
  • Experience managing in a cloud environment such as Microsoft Azure
  • Ability to tailor messages to suit the audience
  • Good understanding of enterprise-grade application architecture and how applications work with infrastructure is desirable
  • Hands-on technical knowledge and experience, particularly infrastructure (e.g., Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage, Networks) is an added advantage
  • Experience working in an onshore-offshore model is mandatory
  • Prior experience of working in a multi-vendor environment is extremely desirable
  • Ability to demonstrate tangible continuous improvement that has been implemented
  • Must be an excellent team player
  • Good documentation and presentation abilities are mandatory
  • Highly committed, motivated, and self-starter – must be able to give directions rather than waiting for guidance
  • Ability to work with a diverse group of technically experienced resources – must be able to demonstrate experience with managing conflicts and disagreements in the workplace
  • Upsell and Cross-Sell abilities highly desirable


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