Service Delivery and Operations Manager

Recruiter
Specialist Recruit
Location
Dorking, Surrey
Salary
30000.0000
Posted
09 Jul 2017
Closes
08 Aug 2017
Contract Type
Permanent
Hours
Full Time

Our lovely client based in Dorking is looking for a Service Delivery and Operations Manager to join their team.

Salary: £30k - £50k

Main Purpose of Job:

- To provide support and development of the relationship between the company and its clients throughout the lifecycle of any project delivery and managed service contracts.

- Responsible for improving and maintaining the helpdesk.

- Responsible for improving and maintaining the out of hours support.

- To work alongside client managers to develop additional services to existing portfolio

- To ensure that all SLAs and contractual obligations are fulfilled in their entirety all contracts.

- To drive change, service improvement and manage risk to ensure that the company delivers service within the agreed SLAs.

- To manage the relationships with any contractors working for the company including agreements, statement of works, documentation and billing.

- To provide data and calculations for monthly billing processes, and to review completed billing schedules to ensure clients are correctly billed for services.

- To review open incidents and problems on a weekly basis that affect clients, and to ensure a resolution plan is in place to resolve these in an efficient manner.

Training given

Successful Candidate:

You must be able to prove a good record of excellent client care in dealing with employees, clients and members of the public. You must be able to contribute to the development of a professional working environment. You must demonstrate that you have a commitment to your won development and a willingness to undertake relevant training opportunities. You must have a flexible approach to work in order to meet deadlines.

Essential

  • ITIL v3 foundation or higher certification, or hold the relevant skills and demonstrable experience.
  • At least 2 years experience in a technical consultant or IT Infrastructure Management role.
  • Experience of delivering medium to large IT transformation projects with multiple vendor technology.
  • Experience of dealing with clients at senior level.
  • Experience of drafting clear and comprehensive documentation to support technical implementation, administration processes, and client facing operational documentation.