Service Delivery Manager

Apply now

Service Delivery Manager

Dartford

6 month contract (Potential to go perm)

Salary: circa £70k DOE

VR/01779R

The Service Delivery Manager will be involved in a variety of tasks that requires interaction with the Service Desk and Projects and Consultancy team, interaction with customers and the customer systems.

This role also requires the ability to troubleshoot issues and to mentor and develop staff when required.

The Service Delivery Manager will manage and monitor the teams that resolve problems from customers and develop and install projects. They will be required to manage workloads and prioritise work across the teams as well as develop the service delivery organisation within company.

The Service Delivery Manager is responsible for ensuring the smooth running of processes ensuring they get maximum benefits from them. Tasks may include:

Process design, implementation and delivery for Projects and Installations

Problem and Incident management ensuring that ensure SLAs are achieved and client expectations are met (or exceeded) both internally and externally

Identification and development of process for service transition for customers as services are added or removed

Develop and implement a project accounting approach to identify project profitability

Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise on escalations

Ensure quality and profitable services are performed to the agreed SLA

To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery

To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports

Responsible for the delivery of services within the SLAs and KPIs

To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery

Ensure the company tools and information systems are utilised correctly and relevant information is provided

Work as a team member within the organisation to provide a resilient service to customers

Ensure transfer of knowledge to other staff to ensure the Customers’ systems are understood

To develop and facilitate workshops and training courses

To ensure quality of services

Knowledge & experience

Track record in management of teams and personnel

Have worked in a multi customer environment

Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking

Display and apply knowledge of technologies including: Microsoft, Infrastructure Networks, thin client technologies and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments

Minimum of 5 years’ experience in the field

Skills

Knowledge of process management

A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders

Ability to research subjects, with a commitment to provide continuous improvement

To work under pressure and think clearly in challenging situations in a logical manner

To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision