Service Delivery Manager

04 Oct 2017
02 Nov 2017
Contract Type
Full Time
Service Delivery Manager- Nottingham Competitive Salary & Benefits About the Role You will be responsible for the business as usual day to day service delivered to the DVSA. You will ensure: - The service is delivered within agreed contractual requirements and KPIs (Continual service improvement; Performance reporting internally and externally and Measurement of Customer Satisfaction and development of an action plan to address areas) - Single point of escalation for Service issues both internally and externally - POC with LOS and responsible for ensuring all LOS are aware of account contractual commitments and deliver accordingly - Communication from DVSA Account to LOS involved in BAU delivery for the DVSA You will have ownership for 'Request For Change' process on behalf of IT Services ensuring all proposals achieve the Clients requirement and are compatible with the existing production service. About Capita We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too What you will do: - Remedy/Service Now - Incident, Problem & Change - Ownership of Client Reference data in Remedy and Service Now process and procedures for updating, annual review and customer adherence and reviews - Ensure Incident Management & reporting is undertaken in an appropriate manner and act as escalation and communication point during priority 1 incidents both internally and externally - Ensure Problem Management & reporting is undertaken in an appropriate manner and act as escalation and communication point both internally and externally - Provides approval for Problem closure - Ensure Change Management & reporting is undertaken in an appropriate manner and act as escalation and communication point both internally and externally - Approve all Changes assessing impact to service - Responsible for Service Change Request process and approval including service catalogue - Services Risk Register - Operational Level Agreements - Monthly Performance Reports - Point of contact for Escalation - Customer Satisfaction - Client Performance Reviews - Internal Service Delivery Reviews - Maintain internal reviews with appropriate Delivery units - Provide timely contribution/support to the Head of Delivery reviews with the Delivery workstreams Your skills experience will include: - Qualified to a minimum of ITIL Foundation, ideally Practitioner - Experience in IT Service Management and Service Delivery - Knowledge of ITIL Service Delivery practices - SIAM Tower Experience - Strong working knowledge of SLA's, including their creation, concepts and commercial management - Good understanding of IT infrastructure. - Strong relationship building and management skills/experience - Ability to deal with complicated and demanding clients - Good stakeholder management experience - Good understanding and experience of service improvement. - Strong background in Operations delivery at a mid to senior level, with reasonable technical knowledge - Focused on delivering a high quality service to clients - Demonstrable experience of working with and managing multidisciplinary teams, ability to integrate and work as part of the client's team, and to support diverse teams - Ability to motivate teams for the delivery to client requirements and standards - Ability to coordinate meetings with diverse teams and retain control where disagreements arise between parties - Eye for detail and quality - Excellent investigative and problem solving abilities. - Strong supplier engagement skills - Experience of working closely with 3rd parties including external clients - A flexible attitude towards work and the ability to work in a fast paced environment - Strong Communication - The ability to deliver clear and concise information, including complex subject matter with confidence, and in a manner that aids the understanding for the audience. What's in it for you? At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Follow Capita on twitter @capitacareers Follow Capita on facebook @careersatcapita Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us. If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.
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