Service Delivery Manager

1 week ago

Hemel Hempstead, United Kingdom boxxe Full time

Service Delivery Manager (6 months Fixed Term Contract) Location: Hemel Hempstead, England, United Kingdom Mission As a Service Delivery Manager, your mission is to ensure the seamless delivery of high-quality services to CAE's contract customers by overseeing key functions within the Service Department, owning performance of assigned contracts, driving service improvements, and enhancing profitability. Responsibilities Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations. Manage Request, Change, and Escalation processes; drive accurate reporting and service improvements. Define, negotiate, and monitor SLAs; investigate breaches and implement corrective actions. Lead major incident communications and coordinate resolution efforts. Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers. Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies. Champion service considerations in projects to minimize impact on contracts. Conduct regular Service Delivery performance reviews with customers and document actions. Review and monitor change requests; attend CAB meetings as needed. Provide accurate management reporting and maintain effective cross-team communication. Line manage Service Delivery Analysts and embedded Service Desk teams, including PDRs and skill development. Implement best-practice Service Desk support function and support service transition for new or enhanced contracts. Ensure customers understand service scope and provide accurate service information to operations. Assist Account Director with contract renewals and identify new service opportunities. Requirements Understanding of IT outsource Services. Strong understanding of ITIL, particularly Service Improvement. Proven ability to analyze data and implement performance improvements pragmatically. Understanding of sales cycles and their impact on service delivery. Broad knowledge of IT technologies (Networking, Server, Storage, Desktop). Experienced Service Management professional with a track record in large-scale environments. Previous experience as a Team Lead or Manager, or demonstrable ability to lead virtual teams. Skilled in managing third-party vendors and services. Expertise in incident management, escalation procedures, and related disciplines. Excellent leadership and people management skills. In-depth knowledge of ITIL disciplines. Equal Opportunities boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need. To apply, contact hr@boxxe.com. #J-18808-Ljbffr

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