Senior Service Delivery Manager - ITIL, Service Relationship

Hays Financial Markets
£550.00 - £650.00 p/day
03 Oct 2017
07 Nov 2017
Contract Type
Full Time
Senior Service Delivery Manager - Service Relationship Management, ITIL, CSAT £600 - £650 per day 6 Months SE London My client is a leading Insurance firm who urgently require a Senior Service Delivery Manager with previous Financial Services / Insurance business experience, holds ITIL (Expert level) qualification and who can act as the Manager of a Service Relationship Management function within IT. As the Senior Service Delivery Manager you will be responsible for reviewing the IT Service with the business including Service Reports, Service Reviews, Escalation Management, Risk, complaints and compliments, CSI/ SIP, CSAT and Balanced Scorecards as well as Service Models. This takes place through Monthly Service Reviews, Weekly Pulse calls with each directorate and weekly site visits to other sites. Other responsibilities will include reviewing the service with IT, holding IT to account for the delivery to the customer, ensuring they are delivering a customer centric IT service, and that feedback from the business is taken on board and improved by IT. This role would manage the team, support the team with difficult conversations and / or senior leadership meetings. This takes place through monthly reviews with Process and Technical managers, quarterly reviews with the IT Leadership Team and 1/2 yearly reviews with the CIO. To be considered you must be an experienced Senior Service Relationship Manager with a clear and demonstrable Relationship Management focused background (with both the business and IT). You will need to highlight a clear focus on building, maintain and managing relationships with C- level stakeholders rather than establishing a function that delivers Service Relationship Management. You must be ITIL (Expert) certified, and also be available within 2 weeks to start. As part of the screening process if your CV is a good match for the role you will be asked to describe your experience in being "always on as well as your understanding of a mature TOM (Target Operating Model) for Service Relationship Management. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at
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