Service Delivery Manager

This IT specialist is looking to recruit a Service Delivery Manager.

Key Tasks:

- To assist the Head of Service Delivery with the overall management, development and assessment of the team and for the achievement of departmental objectives
- Manage, motivate and develop members of the Service Delivery team
- To promote and encourage a positive work environment and attitude amongst team members, encouraging teamwork, co-operation, efficiency at all times
- Day to day service relationship with the customer including regular review meetings ensuring the services provided are delivering excellent service levels whilst capturing any issues and continual improvement opportunities
- Developing and enhance service management metrics and measures ensuring that customers receive key KPI's and scheduled reports.
- Manage customer escalations, complex and long-running incidents, driving them to resolution in line with agreed service SLAs
- Produce trend analysis reports to proactively identify recurring events that may qualify as a Problem (Incident SLA's, Jeopardy Management metrics)
- Review service failures and produce incident reports when required.
- Ensure appropriate documentation is in place for specific support requirements and identify where training may improve team performance and improve incident resolution.
- Great problem solving skills with an understanding of how clear, simple and great process works best within the business
- Develop and maintain excellent relationships with other business teams and 3rd party suppliers demonstrating the value of the Service Delivery (resource management and managing costs)

Desired Skills & Abilities

Demonstrable experience in the following areas:

- Strong understanding of ITIL and IT Best Practices
- A logical approach to troubleshooting, diagnosing and resolving problems
- Embraces change, seeking opportunities for continuous improvement
- Experience of working in a customer focused environment
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Experience of service management concepts and processes including incident, change and problem management

Ability to work under pressure meeting tight deadlines whilst demonstrating drive and a positive approach to work

A demonstrable track record of problem solving and decision making with the ability to collect, organise and assess facts and opinions and articulate reasoned decisions

Challenges the status quo to create value or the organisation and our customers

Recognises and embraces change, seeking opportunities for continuous improvement

Full UK driving license required as travel to customer sites will be required

Salary - Excellent salary + car allowance

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