IT Service Delivery Manager

3 weeks ago

Greater Manchester, United Kingdom ECS Resource Group Full time
Job Description

We are seeking an experienced Service Delivery Manager to join our team at ECS Resource Group. The successful candidate will be responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.

Main Responsibilities:
  • Client Relationship Management: Manage client relationships to ensure client satisfaction and address any issues or concerns.
  • Service Quality Assurance: Oversee the quality of services provided to ensure they meet established standards.
  • Service Development: Continuously seek to develop services and make improvements to extend all services to existing and new stakeholders.
  • Staffing and Staffing Development: Ensure smooth handling of ITIL Processes for IT Support Teams.
  • Quality Assurance: Plan and organise service delivery effectively and efficiently, run routine and pre-planned meetings with the customer and management.
  • Service Improvement: Identify opportunities for service improvement, efficiency enhancement, and cost reduction.
  • Performance Monitoring: Monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
  • Problem Resolution: Resolve any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.
Requirements:
  • University degree or college diploma in the field of computer science or equivalent work experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Understanding and preferable experience of ITIL processes and service delivery software.
  • A very analytical mind, able to tackle a problem from different angles and make decisions quickly.
  • Strong communication and negotiation skills.

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