Service Delivery Manager

Service Delivery Manager

Location: Berkshire

Context and purpose

Project People are currently recruiting for a Global Telecommunications Company based in Berkshire that are undergoing a period of significant transformation in the provision and management of IT and Network Operations.

The Service Delivery Manager will be part of a dynamic team responsible for the continual improvement of the services provided to the internal business users. You will have responsibility for both strategic service improvement and for ensuring end to end business ownership of issues from incident through to root cause resolution.
The role is primarily focused on Corporate Services such as End User Computing (EUC) services e.g. personal computing devices; printing; network connectivity.

Scope

Reporting to the Senior Service Delivery Manager, you will be responsible for coordinating the delivery of services to business users. The Service Delivery Manager plays a vital role in creating and maintaining a long-term and healthy service offering, acting as the bridge between internal customers, managed service partners, technical architects and delivery teams.

Responsibilities

• Create and maintain strong operational relationships with managed service providers and other key stakeholders
• Maintain a proactive approach to operational and service issues, ensuring KPIs and SLAs are met
• Be an advocate for the customer in various forums including service reviews and user experience meetings
• Management of operational issues by understanding impact, identifying solution options, liaising with technical architects, key suppliers, managed service partners and business owners
• Develop 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
• Attendance and chair of the Monthly Operational Review meetings
• Ensuring operational stability when new Services are launched or updated by working with relevant Project Delivery Teams for the effective transition of new Services into Operations

Knowledge and experience

Essential:

• Proven ability in a customer facing Service Delivery or Service Management role
• Extensive experience in a customer facing role, with a track record of delivering services to defined service levels
• Experience of working in an operational environment alongside other technical and operational teams
• Demonstrable experience of performing an ITIL aligned Service Delivery Management role within an IT/Network operations
• Knowledge of end user computing environments and the technologies within them
• 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
• Flexibility in a rapidly changing and developing environment

Preferred:

• ITIL qualified
• Working in large corporate multi-site environments

If you have the skills/experience required for this role, please APPLY now or get in touch with Christopher Casey at Project People today.

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