Senior Service Delivery Manager
5 days ago
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 RoleThis 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).
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.
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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