Job Description
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.
