About the role
The role of Service Delivery Manager reports to the Head of Services and is key in ensuring that the Services Transputec provides to its customers are delivered to the highest standards, exceeding customer expectations in terms of quality and SLA compliance whilst maintaining healthy profit margins for the company.
The main responsibilities of this role are
- P&L Responsibility for the Services you manage
- Developing and maintaining relationships with assigned clients
- Ensuring that SLAs are in place with assigned clients and ensuring that the Services are delivered within SLA
- Provide advice and guidance on technical matters concerning the provision of the Services
- To ensure that the Services operate to ITIL Best Practice recommendations and provide advice and guidance relating to industry best practices in Service Delivery and Service Support disciplines
- Analysis of data generated by the Service (i.e. tickets, telephony, events, etc.) to identify trends leading to improvements in the service delivery function and/ or additional revenue opportunities
- Assisting with the Transition of new Services
- Monitoring customer satisfaction levels, responding to queries and any complaints, escalating where necessary and ensuring that the corrective action is performed as required
To be successful, candidates will need
- A Driving License is ideally required as this role would involve travelling to clients which are based in and around London
- Strong customer relationship management skills and commercial acumen
- ITIL qualification to Foundation level and Expert level in at least one discipline
- Experience as a Service Delivery Manager in an IT Service Provider environment
- Excellent written and verbal communication skills
- An ability to influence others, coaching service delivery staff to change their behaviour in ways which positively affect the Service outcomes
- Experience managing budgets, assessing value and identifying ways to increase profit margins without compromising quality
- Technical awareness of infrastructure and end-user environments
- Excellent analytical and reporting skills to enable expert-level trend analysis, service reporting and pro-active management of their assigned accounts
Pay
£50,000.00 – £55,000.00 per year
Benefits
- Company pension
- On-site parking
- Work from home
Schedule
Monday to Friday
