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Service Delivery Manager

Remarkable Jobs
Reading, UK
Closing date
6 Dec 2020

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Technology & New Media
Contract Type
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Job Details

Service Delivery Manager

Salary: £50k to £60k - depending on experience

Location: Reading, Berkshire

Full time/Permanent

Remarkable Jobs are delighted to be working with an established IT Infrastructure Services company who now seek to recruit for a 'Service Delivery Manager' role within their growing business.

In this 'Service Delivery Manager' the successful candidate will report into the Head of Operations, and will be key to ensuring a high quality service is delivered to all customers. You will be the key link between our client and their customers, to ensure KPI's and SLA's are achieved.

Main responsibilities for 'Service Delivery Manager' position:

Manage the development and alignment of Service Delivery practices and the adoption of terminologies and processes in-line with the Information Technology Infrastructure Library (ITIL) framework.
Operational responsibility for Incident Management, Problem Management and Change Management.
As the designated Major Incident Manager, be the escalation support for the frontline operational team, assisting the resolution of internal and customer faults and queries.
Manage the service review process and ongoing monitoring of support provided to each customer. This includes creating monthly reports to ensure KPI's and SLA's are being met.
Provide a senior escalation point for service reporting, service issues and complaints
Manage the ongoing development of a 24/7 Support Service, ensuring that infrastructure patching, monitoring and out of hours support are delivered according to predefined SLAs and KPIs.
Work with sales teams to prepare details quotations for new business prospects.

Skills, experience, and qualifications needed for this 'Service Delivery Manager' role:

6 years' experience of managing a Service Desk or Service Delivery function in an ITIL managed services environment.
Possess an ITIL v3 Intermediate Level Qualification.
Excellent people management skills, with the ability to motivate, lead and develop staff.
Experienced with managing vendors, suppliers and other 3rd party contracts
Excellent presentation, interpersonal and communication skills.
Be self-motivated with the capability to influence and handle multiple issues at once.
Possess commercial acumen with the ability to manage a budget.

For immediate consideration, please apply today
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