Senior Service Delivery Manager

5 days ago


Reading, Reading, United Kingdom Endava Full time
Job Description

At Endava, we are seeking an experienced Senior Service Delivery Manager - ITIL Alignment to join our team. In this role, you will be responsible for delivering high-quality services to our clients.

About the Role

This is a senior management position that requires strong leadership and technical skills. You will be responsible for developing client relationships, contractual management, service design, cost estimation, resource allocation, and service governance.

  • Developing and maintaining strong relationships with clients to ensure their needs are met.
  • Actively participating in client/internal contract negotiations to ensure successful delivery of services.
  • Producing service design requirements to meet client needs.
  • Estimating costs, timescales, and resource requirements for successful delivery of services.
  • Ensuring the Service Catalogue is established, agreed upon with the client, and updated with contracted services.
  • Evaluating the status of services provided, including SLA management and other contractual or non-contractual metrics.
  • Establishing and maintaining processes required for provision of client services.
  • Monitoring, measuring, and reporting on regular activities subject to contractual agreement or service management processes.
  • Assisting with commercial management to minimize risk and maximize profitability.
  • Monitoring and influencing customer experience.
  • Contributing to problems being addressed in a timely manner with minimum impact.
  • Ensuring new services or changes in services are transitioned into support according to established processes.
  • Working closely with clients on business continuity and participating in planning and implementation of methods for risk management and impact analysis.
  • Ensuring Continual Service Improvement (CSI).
Requirements

To be successful in this role, you will need:

  • Experience working in delivery of similar ITIL aligned services to SLAs.
  • A 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.
  • Ability to manage 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.
Benefits

We offer a competitive salary package, comprehensive benefits, and opportunities for career growth and development.

The estimated salary for this role is $120,000-$150,000 per annum, depending on experience.



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