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Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Permanent
Location: Isle of Man or Manchester
Industry:
Salary: 40000 - 50000
REF: 21901
Contact Name: Hamblin Employment Group
Contact Email: recruit@hamblin.co.im
Job Published: 9 months ago

Job Description

Key Responsibilities

  • Act as the Primary Service Delivery contact for managed services
  • Be the contact and escalation point for clients relating to operational and service delivery matters
  • Provide Service prioritisation where conflicting demands on resources
  • Define, implement and maintain Service Delivery processes, procedures and documentation
  • Ensure SLAs are managed and achieved across the business
  • Provide clients with monthly and contractual performance reporting
  • Define, agree and create customer reports
  • Identify areas for Service Management improvement (continual improvement program)
  • Work with the Technical Director, and other teams to ensure standards are met and maintained and that policies are adhered to within the operations & service management departments
  • Represent the business and services at client service review meetings
  • Manage supplier & vendor management relating to the delivery of client services
  • Work with the Project Delivery Manager & Engineering teams to ensure adequate service transition in the project delivery process
  • Contribute as a member of the Senior Management Team
  • Develop and own a Service Improvement plan including the application and management of KPIs
  • Reinforce good practice in ITIL processes and act as an authoritative source for all Service Delivery matters

Essential Requirements

  • The successful candidate will demonstrate a high level of accomplishment in a Service Delivery role within the IT sector and be looking for an environment to grow their career
  • 5+ years  experience in Service Delivery Management in an SLA based, multi-tenanted environment, specifically in the technology services sector
  • Technical IT infrastructure experience
  • Experience in the definition of Service Level Agreements, their implementation and management
  • Experience of resource management
  • Excellent customer facing skills in a Service Management role
  • Hands-on, pro-active approach to Service Management
  • Supplier management experience
  • Excellent written and verbal communications
  • Third party supplier management experience
  • Report generation and statistical analysis skills
  • ISO27001, 9001 & 20000 experience
  • ITIL V3 Expert/ V2 Manager