Service Delivery Manager

Our Global IT client is looking for a Service Delivery Manager with strong supplier management experience, exit programme familiarity with telecoms sector experience (contact centre/network infrastructure/Routers/Broadband/Fibre)

Start: ASAP

Until: 24th December 2021 (likely extension)

Location: Home

Role Purpose

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.

Key Accountabilities

• Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
  * Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast.
  * Actively owns service risks, controls service costs & improves productivity for customers & the firm in order to increase profitability & continually improve cost effectiveness .
  * In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
  * Proactively manages internal and external suppliers in a service partnership as 'one service team'.
  * Owns the continual improvement of Service Delivery standards & practices.
  * Manages the service delivery team delivering to the customer(s), driving development and effectiveness.
  * Depending on the size of the account, identifies opportunities for new business and account growth. Works independently, or with the Service Delivery Team or Delivery Executive, to develop new business within the account, where appropriate, leading on new business such as renewals.

Other skills required:- Third Party Supplier Management, Incident Management, Licence/Software Management (preferred)

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