Datacentre Service Delivery Manager - Operations, Hosting, ITIL

NTT Europe Ltd
Hemel Hempstead
£45,000 - £55,000 per annum
12 Apr 2017
12 May 2017
Contract Type
Full Time
Datacentre Service Delivery Manager - Hemel Hempstead - £45,000 to £55,000 per annum + company bens

NTT Europe is part of NTT Communications and has over 600 employees, with headquarters in the UK and offices across Europe. NTT Communications is the communications and ICT solution provider of NTT - one of the top 3 telecom companies in the Fortune 500 global ranking.

Position Overview:

The Datacentre Service Delivery Manager oversees a number of key functions within the Datacentre operations department that enable the delivery of a high quality service to NTTE customers and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires to establish and manage expectations within the business and drive the Datacentre teams to achieve those expectations to a high standard.

The Datacentre Service Delivery Manager is accountable for the quality of service delivered to NTTE Customers. The successful candidate will manage the Datacentre provider, 3rd party service providers and Datacentre Technicians in order to reach the quality of service defined in service level agreements with NTTE Customers.

Key Responsibilities:

- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- As owner of the escalation process, the Data Centre Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Collation of information, investigation and reporting on all escalations from internal teams, and updating of documentation following the outcome of the investigation, if applicable
- Work with end-customer to establish operations manuals and service setup
- Attendance of customer meetings in order to manage customer expectations, offer guidance and support around the deployments
- Streamlining processes and procedures to ensure maximum efficiency among the Data Centre support team
- Quality assurance for all installations carried out by the Data Centre support team

Skills and Experience Required:

- Understanding the principals of a Data Centre, how the environment is designed configured and maintained in accordance with industry best practice
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Experience of managing 3rd parties and 3rd party delivered services
- Working in line with Best Practice in complex environments and within tight time constraints
- Familiarity with managed hosting services
- Previous experience as a Team Lead or demonstrable experience in leading virtual teams

If you feel that you are suitable for this role, please respond with your most recent CV for immediate consideration