Service Delivery Lead

Recruiter
CPS Group (UK) Limited
Location
Swansea
Salary
£35000 - £42000/annum Excellent Benefits
Posted
09 Jul 2017
Closes
08 Aug 2017
Contract Type
Permanent
Hours
Full Time
Service Delivery Lead // Insurance Sector // Swansea // £42,000 + Benefits

A leading organisation are looking to appoint an experienced Service Delivery Lead to join their existing team. This person will be managing a medium-sized team of Support Analysts across multiple sites.

Role Purpose:

To assist with the delivery of Service Management to the business ensuring SLA's are met from internal and external suppliers. Undertake Service Management functions, Major Incident Management, Business Liaison, Escalation Pathways and Business Communications are undertaken.

Work with technical teams to deliver a good mix of Service Management and Support to ensure speedy resolution of incidents, delivery of service request as well as correct implementation of Change Management aligned to ITIL best practice.

The Service Delivery Lead plays a vital role in creating a long-term service provision building and managing relationships including continual service improvement and customer satisfaction ensuring the highest level of operational service delivery and support services are delivered.

Responsibilities:

* Work with the IT Operations Manager to deliver all aspects of Service Management duties, including responsibility for ensuring delivery of the internal Service Desk and its multi skilled Support Analyst resource pool. Work with other support verticals in delivering a quality service to our customers.
* People manage a medium sized team of Support Analysts across multiple sites.
* Documentation of Service Level Agreements (SLA's) in relation to contracted and internal services ensuring the SLA's are achieved; service quality and client expectations are met.
* Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.
* Build and maintain relationships with the business and key service providers.
* Produce management dashboards and regularly report into the accountable IT Operations manager to ensure timely and accurate delivery of the aforementioned duties are undertaken to achieve successful operational performances.
* Attend regular service review meetings covering performance, service improvements, quality and processes.
* Implement and facilitate workshops and training courses as required.
* Embrace company values.
* Ensure support capability is in place to meet with business requirements, handle escalations and service management issues.

Experience:
- Candidates must have strong experience in the management of Service Delivery and support with a strong drive for ownership and self-motivation.
- Experience using Service Delivery tools coupled with excellent communication skills, oral, verbal and written.
- Minimum 5 years relevant work experience
- Technical background ideally within Managed Services
- Proven Knowledge of Systems management platforms and ITIL Service Management solutions

Qualifications

- Ideally ITILV2 Managers or V3 Expert

If you want to join a growing company and really make an impact then this could be the role for you! Apply with your CV or send directly

Service Delivery Lead // Insurance Sector // Swansea // £42,000 + Benefits

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy