Service Delivery Manager

GMA Consulting Limited
35000.00 - 40000.00 GBP Annual + car etc
23 Jun 2022
27 Jun 2022
Contract Type
Full Time

  • Service delivery
  • IT solutions
Service Delivery Manager

Hybrid working

My client is a highly dynamic and successful IT Services company with a strong presence across the UK. They currently have an opportunity for a Service delivery Manager to join their team in Central Scotland.

The role:

The Service Delivery Manager is responsible for the successful delivery and management of services provided to customers.

The SDM will plan, organise and control all service delivery activities contractually committed to their assigned customers. This includes the management of service governance including ITIL-aligned service management; compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service improvement activities for assigned customers; escalation, exception and major incident management, and responsibility for the overall quality of services delivered to our customers in line with SLAs and contractual obligations.

You will:
- Ensure excellent customer service is delivered
- Practice ITIL standards and assist in obtaining accreditations both personally and throughout the business
- Develop and maintain positive relationships with customers, colleagues and partners
- Co-ordinate and liaise with other departments to achieve customer satisfaction
- Ensure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achieved
- Instigate, manage and attend customer review meetings
- Develop and monitor efficiency and performance indicators
- Lead a culture of continual service improvement throughout the group
- Contribute towards on-going cost control activities and actively seek to improve efficiency, reduce operating cost, increase margins and meet budget targets
- Review engineer spares requirements following the analysis of contracts (new and existing) and usage
- Ensure stock levels are held to meet demand aligned to trends - liaising with Stores/Part/Engineering Management Teams

The successful candidate will have:
Understanding and experience of Service Management practices is required
 At least ITIL foundation certified
Strong service attitude and aiming to build lasting customer relationships
Ability to prioritize, multi-task, and perform effectively under pressure
Be able to identify and own the implementation of service improvement activities
Experience of managing SLA's and KPI's
Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues
Experience of establishing strong working relationships with technical teams, stakeholders and third parties;
Ability to understand and explain IT solutions and issues to a non-technical audience

This is an excellent opportunity to join a dynamic business that focuses on employee development
Please contact me for more info

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