IT Service Delivery Manager

Nanotek Ltd.
Slough, UK
15 Aug 2019
22 Aug 2019
Contract Type
Full Time
Candidate Criteria:
• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills. • Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery. • Must be able to communicate & partner with other departments and contractors to achieve targets. • Customer management: tactful, resolute and committed to providing excellent customer service. • Ability to deliver technical presentations competently. • Must be good in reporting & converting it into a meaningful deck. • Must be able to interfaces with customer "executive" level management on a regular basis. • Delivering results: ability to plan and organize self and work in order to achieve objectives and targets.

Professional Certification • ITIL V3 intermediate Certified • Prince V2 Certified - preferred • Experience in implementing Intel-based servers, UNIX-based servers and storage hardware from major vendors -IBM, EMC,HP, DELL etc.

Experience Required

• At least 7 years project management/ service delivery management

* Flexible to travel (Locally and international)* 50% of the time and work under aggressive project time-lines* Be available 24/7 as needed by client requirements

• Accountable & Responsible for all SLAs for the assigned clients.
• Oversee and provide guidance to get the project smoothly transitioned into BAU stage. • Successful service delivery - manage service delivery SLA achievement and high level of customer satisfaction. • Monitor overall performance of services and timelines to deliver. • Building, maintaining and analyzing service reports to address any possible delays before it occurs. • Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments • Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts. • Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues. • Removing all obstacles to customer satisfaction and / or financial performance. • Following up, escalating and taking action if service delivery is not meeting expectations. • See upcoming issues proactively & be ready with the possible solutions. • Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.• Propose any amendments/ideas to improve processes & to keep customer delight for long run. • Develop and implement processes with client to ensure effective information flow to speed up delivery timelines. • Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face) • Collaborating with senior management and key account manager on client account management and growth. • Partner billing approvals, Monthly billing to client. • Need to make sure that the attendance of all employees are placed in the projects is 100%. • Make sure every assigned project has sufficient pool of backfills to cover the primary. • Fortnightly/ Monthly connect with all the employees. • SDMs to make sure that they have at least 2 succession plans readily available in case of any employee resignation or separation. • Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects

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