Service Delivery Manager

Concept Information Technology Limited
Kettering, UK
13 Oct 2019
08 Nov 2019
Contract Type
Full Time
Service Delivery Manager - IT Managed Services - ITIL - Problem Management - Incident Management - Kettering - Permanent - £45,000-£50,000

I am currently recruiting for a Service Delivery Manager to join an exciting and expanding Managed Services business based in Kettering

As part of the Service Delivery Manager role your main responsibilities will be to:
  • Manage 6-7 external accounts, from full managed services to smaller, more specific services
  • Carry out regular service reviews (remote and face to face) to identify areas of strengths and improvements
  • Ensure the business is performing well against agreed SLAs, OLAs and KPIs
  • Act as the point of escalation for all problems and major incidents that occur in your assigned accounts
  • Transition and Onboard new customers and accounts into service models
  • Generate reports and service packs demonstrating performance
  • Ensure teams are following best practices (ITIL) and identify areas for improvement where processes can be tweaked/implemented
  • Ensure continious service improvement activities are consistently monitored and carried out

To be successful in your application for he Service Delivery Manager role you will have:
  • A strong background in IT Service Delivery
  • Ideally worked in IT Managed Services or for a Technology provider to external customers
  • Demonstrable experience and examples of successfully delivering high standards of service to external customers
  • A track record of managing internal technical teams to ensure high levels of performance
  • A ITIL certifiation with good knowlegde of areas such as Incident and Problem Management alongside Root Cause analysis
  • Excellent communication and customer management skills with examples of building long-lasting and trusting relationships
  • The ability and willingness to travel to customer site when needed
  • A good technical understanding of Infrastructure solutions- Cloud, O365, Networks, Data Centre, Storage, Backups etc (This is not a hands on technical role)

This role is paying £45,000-£50,000

Service Delivery Manager - IT Managed Services - ITIL - Problem Management - Incident Management - Kettering - Permanent - £45,000-£50,000

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