Service Delivery Manager

Sopra Steria Recruitment Limited
Bristol (City Centre)
09 Oct 2017
08 Nov 2017
Contract Type
Full Time
Service Delivery Manager Duration- 6 months contract initially with possibility to permanent Location: Bristol Day rate:- £290/daily Sopra Steria Recruitment is working in partnership with a major public sector in the UK. We are currently recruiting Service Delivery Manager for 6 months contract initially with possibility to permanent. - There is no direct People Management involved, although there is interfacing with various clientSupport teams including Service Desk, and Major Incident Management. - It is Customer facing - the SDM will be located with the clients IT team - Attention to detail and Analysis of data is a requirement - Financial experience like raising invoices / understanding costs is a requirement - The SDM will be expected to manage escalations, get involved in Priority 1 Incidents, own Actions, provide input to Management reporting and run Meetings. - Should have experience on technical, operational experience in Contact Centres or any technical Cisco qualifications. The Service Delivery Manager (SDM) is responsible for managing the end to endservices delivered to meet and exceed contracted service levels for our clients. This includes the services management of multiple integrated IT services including infrastructure, workspace, application and cloud services. The SDM is a key member of the Client Management team responsible for managing all aspects of the relationship with UK clients. The role will enable a strong working partnership with our clients through proactive development and improvement of our services. The role will require a combination of home and site based working with associated travel and rotation across multiple clients. Main Duties & Responsibilities - Knowledge and understanding of technology including cloud based systems and services - Good client facing communication skills - Good people management experience of On Site Engineering teams and contractors. - Proven experience of managing either an in-house or out-sourced service (including Field support and help-desk). - Proven experience of the management of medium/large-scale contracts in a managed service environment with responsibility for client relationships - Proven operational management ability: measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions - Proven experience of Matrix management: working with internal delivery organisation, co-ordinating activities of internal organisation during crisis periods - Must be able to demonstrate a solid understanding and working knowledge of helpdesk tools and core management systems - Experience of remote management is essential - Need to be able to represent Getronics professionally and effectively in a client escalation meeting. - Ability to manage third party sub contractors to ensure seamless integration and delivery of services to Getronics clients. - Very strong influencing, problem solving and negotiation skills - Production of costed proposals to requested changes to existing service, - Ability to mentor members of the team and improve performance. - Must be able to handle multiple issues simultaneously and effectively - Must be an organized and self-motivated individual - Perform appraisals for the Team, and other personnel functions such as organising training, approving holidays and sickness - Financial Awareness and experience of managing a cost budget. Qualification/Certification requirements - ITIL V3 - Prince 2 - Cisco technologies (Desired)
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