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Service Delivery Manager – IT Service Delivery
Middlesex, Staines, West London
£25,000 – £30,000 package + benefits
The role:
They are now looking to recruit an additional person to join their Service Delivery Management Team. Reporting to the Head of Consulting and Service Management you will be working alongside a Client Account Director responsible for ensuring the growth and stability of their long-term relationships with existing clients. You will be responsible for continually adding value through orchestrating the business to deliver proactive service and service improvements to meet and exceed client expectations.
Role:
* Manage the client solutions to pre-agreed levels of service availability.
* Analyse service level trends and implement service improvement programs where necessary.
* Assist in the design or modification of business-driven SLA's and associated mechanisms for monitoring and reporting on these.
* Engage in regular service review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change.
* Be accountable for all services delivered to the client and manage expectations both internally and externally.
* Respond to and manage the resolution of any client complaints.
* Take a proactive approach to client capacity management, servicing the clients' future requirements in the technical infrastructure and service demand.
* To work in partnership with the Client Account Director on a portfolio of strategic accounts
* Pro-actively manage and report on the gross profit margin of the individual client accounts.
* Introduce and manage initiatives to improve operational efficiency and reduce client specific support costs.
Person:
* Good technical understanding of IT infrastructure.
* Commercially astute – an understanding of how the clients business works.
* Extensive knowledge of the IT infrastructure operations environment
* Analytical, able to identify trends, risks, and resolutions.
* The ability to identify the key result areas in clients and produce responses that add value to the client's and our business
* The ability to be confident, credible and recognised as an expert in the field by clients, partners and suppliers.
* Internally able to generate the respect, motivation and to lead multi-disciplined teams
* A sound theoretical and practical understanding of the ITIL Service Management principles
* First class relationship building skills
More company information:
Our client is the company that can be trusted to run the critical systems that would bring down a business if they were not available. They have a team of experts who manage and monitor these systems 24 hours a day, everyday and resolve problems; frequently before their clients are even aware of them.
They are committed to operating the most ubiquitous business critical systems in industry today to ensure that they are Always On. Their aim is to provide unbeatable service to their clients, so they can concentrate on using IT to add strategic value to their business.
Additional Keywords:
Service Delivery Manager, Service Delivery, IT Service Delivery Manager.
To apply for this role, please simply send your CV via the button shown. If your skills and experience meet with our client's requirements, they will be given full exposure to your details. Applicant details submitted will only be used in conjunction with this vacancy.
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