Service Delivery Manager

18 May 2017
17 Jun 2017
Contract Type
Full Time

Service Delivery Manager

A client of mine is currently looking for a Service Delivery Manager to join them on a full time permanent basis. Based in Tower Hill, you will be working alongside IT, change and 3rd parties to ensure the adequate delivery of end user support services to 2000 users. Your core responsibilities will be to manage internal external and 3rd line support providers, to be responsible for incident and service request and to find avenues for service improvement.

You will have previous experience managing teams of support start, both internally and via 3rd party and you will also have a passion for service improvement and giving great customer service


  • Day to day management of internal and external support functions and the coordination of third line support providers.
  • Responsible for incident and service request management.
  • Take ownership of major incidents, coordinating support activities, provide timely and appropriate information to the business.
  • Review and introduce procedures, methodologies and monitors to control and report on service delivery.
  • Drive internal and third party service review meetings, identify service improvements, fill process gaps, measure and provide feedback on the end user experience.
  • Lead the ISG Ops team to provide a professional timely service to end users and ensure external support organisations deliver to the same standard.

Person Specification

  • Financial Services. Professional Services or Legal background prefered.
  • High degree of perseverance to ensure recommendations are followed through to completion, even when these reside with other internal or third party teams.
  • A passion for Service Improvement and Customer Service excellence.
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
  • Experience of managing 3rd parties and 3rd party delivered services.
  • Develops and maintains strong, long term relationships with clients ensuring client needs are anticipated, expectations are managed and feedback is sought.
  • Takes action to break down 'silo barriers', working across disciplines and functions.

If interested in this role, please apply directly. Alternatively you can contact Leroy Owusu-Addae at or on