Senior Service Delivery Manager

Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product’s value and manage the relationship between the client and our operational services teams. They are responsible for organization and governance, service design, operational excellence, customer experience and continuous service improvement.

As a Senior Service Delivery Manager you will oversee the delivery of IT services to clients, ensuring that service levels are met and customer satisfaction is achieved. You will coordinate between technical teams and clients, manage service performance, and implement continuous improvement strategies to enhance service quality and efficiency.

Responsibilities:

• Developing client relationships;
• Contractual Management: actively participates in Client / internal contract negotiations;
• Production of Service Design requirements;
• Contributes to efficiently estimating costs, timescales, and resource requirements for the successful delivery of service commitments;
• Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services;
• Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services;
• Process Management: establishment and maintenance of the processes required in the provision of Client Services;
• Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets);
• Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability;
• CSAT: monitors and influences improved customer experience;
• Problem Management: contributes to problems being addressed promptly, and with minimum impact;
• Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes;
• Business Continuity Management: works closely with clients around business continuity; participates in the planning and implementation of methods for risk management, and impact analysis;
• Service Improvement Management: ensures Continual Service Improvement (CSI);
• Participates in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services;
• Acts as a bridge between the client and internal operation managers.

Requirements

• Experience working in the delivery of similar ITIL-aligned services to SLAs;
• Working knowledge of relevant technologies such as virtualization, networking, and shared and dedicated hosting;
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs;
• Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans;
• Managing multiple work streams, internal resources and dynamic client priorities;
• Excellent written and spoken English;
• Able to write clear and articulate reports;
• Diplomatic and able to remain calm under pressure.