ITIL Service Delivery Manager (IT / Network Managed Services)

Talent Zone ltd
London, UK
14 Sep 2019
25 Sep 2019
Contract Type
Full Time
Are you a Service Delivery Manager working for an IT/Network Managed Services Provider with a technical understanding of WAN / LAN / Network / Cloud / Security where you are managing a number of key relationships with end clients using their managed Service ???? - READ ON and APPLY !!!!

One of the UK's leading Cloud & Network Service Providers is seeking a highly experienced Service Delivery Manager with experience with working in an IT/WAN/LAN/Cloud/UC/Converged IPT Managed Service arena supporting customers on site in the SME and enterprise spaces - you will work from home, offices in London and client sites, effectively managing your own movement with lots of support from the business itself allowing personal flexibility.

Demonstrable experience in the following areas:
  • Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified)
  • A logical approach to troubleshooting, diagnosing and resolving problems
  • Embraces change, seeking opportunities for continuous improvement
  • Experience of working in a customer focused environment
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
    Display a strong working knowledge of ITIL Incident, Change & Problem Management
    Ability to work under pressure meeting tight deadlines whilst demonstrating drive and a positive approach to work

    A logical approach to troubleshooting, diagnosing and resolving problems (technical and non- technical challenges in the business environment)

You must have a drivers license and have the flexibility to travel across London as required.

Overall, your responsibility is to ensure that the customer experience is exceptional, provide regular updates to customers during the incident resolution cycle and assist the technical teams in driving adherence to SLAs, inclusive of management of 3rd party vendors. Management of the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation and ongoing communication with all parties. Core responsibilities are as follows:
  • Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and make sure these are being met internally.
  • To own Incident, Request, Change and associated Escalation processes.
  • To take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Major Incident Management process.
  • To monitor and assess performance to ensure we are meeting defined SLAs and KPIs and to prepare relevant reports in line with Customer requirements
  • To meet with Customer to cultivate feedback regarding the Managed Service and to facilitate any required improvements.
  • To facilitate service and support in projects impacting service areas and ensuring service impact is minimised.
  • To drive service review meetings and facilitate third party service reviews covering performance, service improvements, quality and processes to enable Continual Service Improvement.
  • Liaise with the Account Managers for the Customer, where appropriate and if you feel the circumstances require their notification or intervention on occasion.
  • Make recommendations to improve the customer service experience and/or manage the workflow inter-department. Escalate any issues related to engagement with engineers and receiving information/updates.

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