Service Delivery Manager
Posted on Dec 26, 2022 by Agile Recruit
Service Delivery Manager, pwerm, £70k + Car + Bonus, West Midlands
As the Account SDM you will own the management and delivery of the service to the customer to the specified SLA's; whilst ensuring customer satisfaction and service is delivered to Contract as well as drive continuous improvement and innovation and ensure that the company receives value for money for all expenditure on hardware, software and services.
This will require you to manage an internal Matrix teams and 3rd party relationships.
Ideally already SC cleared; or with potential to be SC cleared.
- As a seasoned ITIL aligned Service Delivery Manager, you will have experience of owning both the management and delivery of services to customers in adherence with specified SLA's; whilst ensuring customer satisfaction and the service is delivered in line with the agreed contractual terms, as well as driving continuous improvement and innovation.
- You will have strong experience within ITIL environments and you will have also managed in a cloud environment such as Microsoft Azure.
- You will also ideally have a good understanding of enterprise grade application architecture and how applications work with infrastructure and good technical knowledge and experience with some or all of the following Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage and Networks.
What you'll need:
As the Service Delivery Manager, the role requires end to end management of the service Management function to the client. The role will sit within the ac count team and will report to the account Delivery Director. The role will require interacting with the my client's service management team and business Stakeholders, internal stakeholders and 3rd parties.
Other responsibilities will include:
End to end management of the service management function (Service Management, Incident Management, Change Management, Problem Management)
Ensure adherence to contractually agreed service levels with the client
Define and adhere to boundaries of what is BAU' and what is Project Work' Oversee the transition of support of new or changed services into the managed services scope
Understand the customer's business process cycle and manage resourcing levels appropriately
Track contractual metrics and produce monthly and weekly status reports
Focus not just on day-to-day' operational management but possess foresight for continuous improvement that is tangible and demonstrable
Act as the escalation point of contact for out of hours and critical business periods
Keep on top of project financials and agreed project margins
Ensure that critical incidents are managed closely with high degree of focus and appropriately detailed communication to concerned stakeholders
Effectively manage technical resources when dealing with high priority incidents, ensuring that critical incident management teams are appropriately resourced and staffed up.
This is an urgent opportunity, with interviews happening this week and next, if you are interested and would like to know more, please reply with a copy of your CV, and indication of your availability and salary expectations and you will be contacted by return.
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