Service Delivery Manager - 2-3 months (potential temp to perm) - Kettering

Recruiter
Lucid Support Services Ltd
Location
Kettering, UK
Salary
Competitive
Posted
13 Sep 2019
Closes
25 Sep 2019
Ref
1233924647
Contract Type
Permanent
Hours
Full Time
Service Delivery Manager - 2-3 months (potential temp to perm) - Kettering

This is an exciting opportunity to work for a fast growing global firm for enterprise clients within EMEA. The role includes excellent career development, providing both practical ( on the job ) and workshops as required. As part of a dynamic and highly skilled consulting team you will be working on the forefront of technology enabling businesses to mobilise their workforce.

To lead, manage and motivate the service delivery team to ensure consistently high performance and quality in a fast-moving, high pressure environment. To plan, schedule and prioritize all operational activities within the Services team from service design, service transition and into business as usual (BAU). Additionally, to provide regular and appropriate reporting on service delivery as part of managing multitude of clients, their relationships and to manage expectations. To work with key business stakeholders to deliver process and system improvements, driving innovation.

Role:
  • Service Delivery Management using ITIL aligned processes and procedures (v3 or v4) best practice for assigned customer contracts
  • Day-to-day interaction with customers and internal teams at all levels to ensure agreed service levels are being delivered effectively
  • Work with technical delivery and support teams to prepare and present periodic service trend analysis and service level reports
  • Help to identify and monitor risks, governance and compliance requirements related to the Service delivery environment. Help to specify and implement appropriate mitigation and/or control measures.
  • Maintain high level monitoring of operational delivery KPI's, ensuring delivery to pre-determined standards, agreements and targets where required.
  • Provide proactive advice and guidance to customers resulting in improved service management.
  • Developing robust processes into Service Delivery
  • A broad understanding of the technology industry, trends and technologies
  • Extensive knowledge of the IT infrastructure operations environment
  • Commercially astute - a substantial understanding of how the clients business works
  • Excellent written & verbal communication skills with good numerical skills
  • Agreeing contract assignment milestones and performance checkpoints
  • Attend periodic reviews as required with our customers to develop and implement any identified improvements
  • Work closely with Account and Sales Managers in Managed Service contracts attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area
  • Working with Account Managed to scope as part of pre-sales engagement for new opportunities
  • Scheduling technical resources in a professional and flexible way to ensure suitable cover at all times for both project work and customer support
  • Responsible for the complete operational Customer experience, including service delivery and continual management of the Company's Global Network Services to their Customers.
  • Work closely with the Project and Sales Teams to ensure that the on boarding experience is fit for the customer.
  • Responsible for on-going Service support, producing regular Customer Service Reviews and developing Service Improvement Plans.
  • Possess an excellent aptitude for project management with Customer facing and organisational skills and become the bridge between the clients and the operational centre.

Responsibilities:
  • Working with customers and owning service design and transition into Go-Live
  • Maintain and report on pre-agreed levels of service availability for each Clients solution
  • Contribute to the development and maintenance of strategy and budgets in compliance with company's business objectives.
  • Manage the Service Design and Transition of a portfolio of projects - reviewing, contributing and being responsible for the relevant project documentation throughout the IT Life-cycle.
  • Manage the transition of new or changed services into production, ensuring that they meet the standards and criteria for implementation into the production environment.
  • Act as the Incident, Problem and Change Manager
  • Manage the end to end life-cycle of Major Incidents Analyse service level trends and implement service improvement programs where necessary
  • Assist in the design or modification of business-driven SLA's and associated mechanisms for monitoring and reporting on these
  • Build a trusted adviser relationship with the client at multiple levels to ensure an effective partnership
  • Engage in regular service review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change
  • Assume overall responsibility for driving customer satisfaction
  • Respond to and manage the resolution of any client complaints
  • Take a proactive approach to client availability and capacity management, servicing the clients' future requirements in the technical infrastructure and service demand
  • Ensure implementation/delivery of the end-to-end service
  • Management of tier 1 to tier 3 employees
  • Manage Out of Hours (OOH) delivery and planned work
  • Deputise for the Head of Service Delivery when required

If this role is of interest then please apply and a member of the resource team will be in contact ASAP.

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