Technical Service Delivery Manager - IT & Technology Solutions

London (Greater)
£30,000-£45,000 (Private Medical Insurance, Bonus, Pension, Life Insurance)
07 Nov 2019
05 Dec 2019
Contract Type
Full Time

Technical Service Delivery Manager - ITIL - IT & Technology Solutions
London W14, UK
£30,000 - £45,000 (Private Medical Insurance, Bonus, Pension, Life Insurance)

Excellent opportunity for a client-facing Service Delivery Manager with a good understanding of IT infrastructure to join a fast-paced, thriving and vibrant managed technology solutions provider.

Our Story:

In the past 13 years we have gone from a home-office start-up to a 3000sq foot technology hub: home to 60 incredible team members. The business is award-winning, ISO accredited and partners with the likes of Microsoft, Cisco, VMware, Dell EMC and Mimecast.

The Technical Service Delivery Manager Role:

Reporting to the CEO, the Service Delivery Manager [SDM] will join a team of 4 existing SDM’s to be a primary point of contact for strategic managed service client/s, ensuring the contracted scope of service is delivered effectively and efficiently within the Service Level Agreement [SLA]. The role requires a pro-active, client focused individual, who has a proven track record in delivering high quality technology services.

Duties & Responsibilities:

+ Primary Service Delivery contact for strategic and nominated managed services client/s
+ Provide a technical contact and escalation point for relating to operational and service delivery matters
+ Service prioritisation where conflicting demands on resources
+ Define, implement and maintain Service Delivery processes, procedures and documentation
+ Ensuring SLAs are managed and achieved
+ Providing monthly and contractual performance reporting
+ Definition, agreement and creation of customer reports
+ Working with the Head of Operations & Technical Director, and other teams to ensure standards are met and maintained and policies are adhered to within the operations & service management department
+ Supplier & vendor management relating to the delivery of client services
+ Working with the Project Manager & Engineering teams to ensure adequate service transition in the project delivery process
+ Develop and own a Service Improvement plan including the application and management of KPIs
+ Reinforce good practice in ITIL processes and act as an authoritative source for all Service Delivery matters

The Ideal Candidate:

+ 5+ years’ experience in Service Delivery Management in an SLA based, multi-tenanted environment, specifically in the technology services sector
+ Technical IT infrastructure & engineering experience
+ Experience in the definition of Service Level Agreements, their implementation and management
+ Experience of resource management
+ IT Security best practice awareness
+ Excellent customer facing skills in a Service Management role
+ Supplier management experience
+ Excellent written and verbal communications
+ Report generation and statistical analysis
+ ISO27001, 9001 & 20000 experience
+ ITIL V3 Expert/ V2 Manager

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

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