Senior Service Delivery Manager

We are working on behalf of a forward thinking, innovate, fast paced organisation, who are currently going through a period of change and therefore seeking a Senior Service Delivery Manager to oversee the transformation.

Your responsibilities:

• Management of the Service Delivery team (x5 service delivery managers)
• Creating and maintaining strong operational relationships with managed service providers and other key stakeholders
• Supporting the business throughout its transformational activities - acting as a liaison within the business to achieve mutually beneficial outcomes
• Maintaining a proactive approach to operational and service issues, ensuring KPIs and SLAs are met
• Being an advocate for the customer in various forums including service reviews and user experience meetings
• Managing service issues by understanding impact and prioritising accordingly with key stakeholders
• Developing initiatives to provide continual service improvement, process adherence and enhancement, plus driving efficiency of service
• Producing reports and communications to provide insight on the key highlights, lowlights, issues and risks
• Attending and contributing to various Monthly Operational Review meetings
• Ensuring operational stability when new services are launched
• Representing the customer in various decision making forums
• Working closely with the rest of the Service Delivery team to ensure that service capabilities are consistent and aligned to overall Service Management delivery strategy

Your Skills:

• Proven ability in a customer facing Service Delivery or Service Management role
• Working in service and operational environments alongside other technical, operational and service teams
• Demonstrable experience of performing an ITIL aligned Service Delivery Management role within IT/Network operations
• People management and leadership
• Building relationships and managing suppliers
• Production of stakeholder documentation including monthly service level reports
• Experience of identifying scope for improvement, process reviews and developing & implementing new processes
• Commitment to service excellence and customer experience
• Prioritisation and decision making skills
• ITIL qualified
• Working in large corporate multi-site environments

If this role is of interest, please send your CV to nicola.dickson@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy.