Service Delivery Manager - Global Telco - Cloud - Networks

Klarion Ltd
London (Greater)
Up to £60,000 on a FTC for 6 months + benefits
08 Nov 2017
16 Nov 2017
Contract Type
Full Time

Service Delivery Manager - IT Vendor / Global Telco - 6 month maternity cover - Cloud, Data, Networks, Security, Voice

Are you passionate, driven and enjoy a challenge? Are you interested in working with a dynamic team with an exciting future? Our client is a Global leader in the Telecommunications / IT services field. We are seeking a Service Delivery Manager to join our Clients growing team based in London on a 6 month contract to cover maternity leave. You will be expected to start as of January 2018.

About the role
Reporting directly to the Head of Delivery, you will be responsible for the management of all IT Service Delivery (both onsite and external), ensuring tasks are actioned according to severity and priority and providing guidance and advice, motivation and review of performance.

As the Service Delivery Manager, key responsibility include (but are not limited to):

  • Achieving and maintaining key performance indicators around service level response and resolution, first call resolution, resolved tickets per day and call pickup times.
  • Responsible for ensuring that the IT Service Desk are correctly categorising and allocating all reported incidents.
  • Managing and advancing the first and second level service and support of end-user requests and issues
  • Maintaining a high degree of customer service for all support queries and adhering to all service management principles
  • Enhancing the Service Desk processes and ensuring alignment with the ITIL service delivery framework
  • Managing, measuring and reporting on key service-level metrics defined by the agreed upon KPIs
  • Striving for continuous improvement of the incident management process and its integration with other IT operations management processes, such as problem and change management
  • Building and maintaining relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
  • Acting as a further escalation point for unresolved or escalated calls
  • Reporting any significant issues (that could impact the business) to the Head of Service

About you

  • Will be suitably qualified
  • Have a minimum of 2-3 years in a similar Service Delivery role
  • Possess excellent communication skills
  • Have strong technical support and system administration experience, with a proven track record of working in an IT professional services organisation or internal IT team servicing an organisation?s internal clients
  • Fantastic provisioning skills
  • Will have experience with objection handling, exhibit lateral thinking, be self-reliant, independent, willing to work and grow with the team
  • IT Degree qualified preferred
  • Experience in servicing remote user environments

Must have (no exceptions)

  • 2-3 years experience
  • ITIL qualified
  • Previous experience working for a Global Vendor / Global Telco
  • Ability to prioritise, allocate and manage work/tasks
  • Excellent analytical skills, proactive and resolution focussed
  • Ability to lead, motivate staff
  • Helpful, cheerful, energetic and outgoing demeanour
  • Great customer and key stakeholder management skills

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