Service Delivery Manager

LA International Computer Consultants Ltd
Leeds, UK
16 Sep 2019
22 Sep 2019
Contract Type
Full Time
Travel to various sites across the UK
3-6 Month Contract
Outside IR35
Rate - Negotiable

LA International is seeking an experienced Service Delivery Manager (SDM) to join its Project Services business.

As SDM, you will be responsible for managing LA International's portfolio of Managed Service contracts that deliver a wide range of services and solutions for our clients. These include the delivery of resourcing services, work packages and project solutions across the full IT stack, covering project/programme management, transformation, architecture, testing, agile development, information assurance, cyber security etc.

With a solid grounding in IT service management, you will be responsible for the overall client relationship and the smooth running of our Managed Services across the UK, actively driving improvements and developing the services to ensure LA International's service level and contractual obligations are met. You will help to drive the business forward, building solid and enduring client relationships and maximising client engagement through excellence in service delivery.

The role will require someone with extensive experience of performing an on-site client SDM role, preferably with a pedigree in the IT Service Provider/Systems Integrator, outsourcing or IT consulting domains. The position requires someone with excellent communication skills who is capable of building rapport with multiple internal and external stakeholders, including up to C/D grade.

Key Responsibilities:
-Accountability for overall service delivery on assigned client accounts, ensuring all services are delivered to agreed SLA's and KPI's.
-Oversee the implementation of new services to clients, including commercial negotiation, service transition, supplier negotiations and exit, process definition and configuration and business change activities.
-Provide support to all aspects of resource deployment and management, including conducting interviews, managing on-boarding and ensuring the on-going performance of LA International's resources working on Managed Services remains high.
-Ensure Managed Services are correctly resourced, including conducting resource planning activities and managing utilisation.
-Provide focal point for governance with all clients in scope.
-Manage the production of work packages and associated deliverables by engaging with LA International SME's and authorised Client stakeholders.
-Engage client stakeholders to ensure that scope of the service and deliverables are fully understood.
-Review and report on progress made on each work package / deliverable.
-Identify service delivery issues / escalations, report and resolve accordingly.
-Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
-Ensure that all service related documentation is updated and stored in accordance with LA International and Client policies.
-Ensure work is not conducted or completed which is outside the scope of the service, using effective change management.
-Manage both LA International and client risks relating to the delivery of service with appropriate levels of escalation at the right time.
-Responsible for management of continual improvement plans across assigned accounts.
-Understand the cost of service delivery, with a view to reducing internal costs.
-Work effectively with clients, understanding and supporting their business goals whilst maintaining LA International's strategic and commercial position.
-Responsibility for building and maintaining strong client relationships at senior levels.
-Reporting to the Board on the status and position of strategic / nominated Client Accounts on a quarterly basis.
-Work with the Sales Director, Client Solution Director and Bid Team to identify sales opportunities with existing or potential clients.
-Provide input into new bids and support full lifecycle capture activities through to client presentation.
-Knowledge share with peers, prepare and communicate any lessons learned as they arise.
Skills and experience required:

-Experience of working in an on-site SDM role for an IT Service Provider/Systems Integrator, outsourcing or IT consulting organisation.
-In-depth knowledge of service delivery management and ITIL processes.
-Extensive experience of expert customer relationship management.
-Experience in managing a broad range of clients simultaneously.
-An excellent communicator, both written and oral
-Strong organisational and planning skills
-Any additional IT / project management methodology is welcomed - Six Sigma, Lean, Prince 2 etc.

Additional Information:

Candidates must be willing and able to undergo SC clearance. The role will involve extensive travel to locations across the UK and potentially mainland Europe.


No personal placement targets or GP targets

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.
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