Service Delivery Manager

5 days ago

Birmingham, Birmingham, United Kingdom Agile Recruitment Ltd Full time

Job Title: Service Delivery Manager - Midlands

Salary: £75,000 + bonuses

This is a hybrid role for an experienced ITIL aligned Service Delivery Manager to own the management and delivery of services to customers in adherence with specified SLAs. The successful candidate will ensure customer satisfaction and deliver services in line with agreed contractual terms while driving continuous improvement and innovation.

The role requires managing internal matrix teams and third-party relationships. Ideal candidates will have experience owning both the management and delivery of services to customers, ensuring customer satisfaction, and delivering services in line with agreed contractual terms while driving continuous improvement and innovation.

Key Responsibilities:

  • End-to-end management of the service management function (Service Management, Incident Management, Change Management, Problem Management)
  • 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
  • Effectively manage technical resources during high-priority incidents, ensuring that critical incident management teams are appropriately resourced and staffed

Required Skills and Qualifications:

  • 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

Benefits:

As a seasoned ITIL aligned Service Delivery Manager, you will have the opportunity to drive continuous improvement and innovation while ensuring customer satisfaction and delivering services in line with agreed contractual terms. The role requires strong experience within ITIL environments and the ability to manage internal matrix teams and third-party relationships. Ideal candidates will have prior experience of working in a multi-vendor environment and the ability to demonstrate tangible continuous improvement that has been implemented.

Others:

This is an urgent opportunity, with interviews being scheduled as soon as possible. If you are interested in hearing more, please reply with a copy of your CV, an indication of your availability and salary expectations, and you will be contacted by return.

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