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Senior Service Delivery Manager

Employer
PA Consulting
Location
UK
Salary
Competitive
Closing date
23 Aug 2021

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Sector
Technology & New Media
Contract Type
Permanent
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As part of our Digital team, you'll work alongside colleagues from across PA ensuring processes and practices are put in place to enhance our clients applications and systems ensuring they can perform their daily work on optimised systems while in parallel continuously improving the service, both from a minor feature and service improvement perspective, including the implementation of change to reduce/prevent specific issues, automate processes and improve overall service stability.

Leadership Skills:

Be visible to your teams and our clients, and regularly undertake activities to engage and build trust with the team, the client and the stakeholders
Strong leadership skills in order to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives and expectations

Communication Skills:

Maintain clear, calm communication in challenging circumstances, encourage others to do the same and lead by example
Use your strong communication skills within the team and client to resolve issues

Collaboration and Partnering Skills:

Effectively manage team dynamics when working across disciplines and other boundaries
Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
Actively participate in the wider Delivery Management Capability, sharing and re-applying skills and knowledge and bringing in best practice

Specialist Skills and Requirements;

Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports
Knowledge of the ITIL framework desirable
Demonstrable commercial acumen, with excellent written and numerical skills. You will be experienced in writing Statements of Work, project approaches and proposals
Experience in running technical/engineering projects and organising teams for Agile delivery, with rapid, iterative delivery using modern digital practices

At PA, we take an innovative approach to technology consulting. That's why we only hire the most innovative thinkers. With a global network of FTSE 100 and Fortune 500 clients, we offer our consultants unrivalled opportunities for growth and give them the freedom they need to excel. Whether they're interested in solving complex challenges, executing organisational change or inspiring unconstrained ideation, we offer them a place to carve out a lasting career. Employee-owned, award winning and highly ambitious, at PA we are a different kind of consultancy.

Qualifications

The Service Delivery Manager's role at PA is to be responsible for maintaining & improving the services that we support to maintain client satisfaction. You will ensure that issues are addressed within defined SLA's; continually look for opportunities to improve our services and report metrics on service performance on a monthly basis.

You'll be fully client-facing, harnessing the metrics coming from the teams, both to help teams improve their throughput and to inform clients and others about how the services are performing. You'll be experienced at service delivery, breaking down barriers for your team, co-ordinating efforts when high priority issues are raised, developing client relationships and getting into the detail to make things happen.

Key responsibilities:

Be accountable for all aspects of Service Delivery across the assigned account
Ownership of the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Drive continuous service improvement within the account
Forge strong, productive, and collaborative relationships across the account and within PA
Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work
Make timely decisions, communicate them clearly and action them swiftly
Provide a focus for SLA management and customer satisfaction across the account
Own team performance, fostering an environment where the whole team contribute to the continuous improvement of the function
Report performance metrics on a monthly basis to Senior Management within the account, ensuring they see the value we bring
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