IT Service Delivery Manager - ITIL
IT Service Delivery Manager - ITIL - London -Are you a dedicated proactive Service Delivery Manager? As the Service Delivery Manager, you will be the primary point of contact for a select few nominated IT managed services customers and will ensure that the contracted scope of service is delivered effectively and efficiently within budget. This will include meeting all agreed KPI's, SLA's managing internal and external stakeholders effectively and executing any SIP's agreed with the client. The role requires a pro-active, customer focused individual, who has a proven track record in delivering high-quality services customers. If you can manage the delivery of agreed service support into key client/customer accounts and love to over deliver and drive client confidence and customer satisfaction then this is the ideal role for you!!
Key skills -
- Primary Service Delivery contact for a select few managed services clients
- Provide a contact and escalation point for customers relating to operational and service delivery matters.
- Define, implement and maintain Service Delivery processes, procedures and documentation
- Providing clients with monthly and contractual performance reporting
- Identify areas for Service Management improvement (continual improvement program)
- Working with the Operations & Technical teams to ensure standards are met and maintained and policies are adhered to
- Good practice in ITIL processes and act as an authoritative source for all Service Delivery matters
- Experience in Service Level Agreement creation, negotiation, adherence and reporting
- ISO27001 experience
- ITIL V3 Expert/ V2 Manager
- Experience of ISO20000 accreditation
If you have a track record of managing multiple and conflicting priorities, delivering success in a similar role within an IT or professional services business, strongly client focused and understands, delivered high standards of client/customer service and knows how to delight a customer in a commercial context then this is the right role for you. This IT Service Delivery Manager - ITIL will be in the West London area contact Karl @ Reflex for more info - Salary is £50,000 - £55,000 + Benefits.