Our Client, a successful customer experience solutions provider is looking for an established Service Delivery Manager to join their high performing team. As well as being responsible for ensuring the successful delivery of technical services to the company's customers, the Service Delivery Manager will oversee the entire workforce management including recruitment, training and performance. The successful Candidate must be ITIL certified with strong Service Management experience within a large organization, delivering services externally.
Responsibilities & Requirements
Deliver high standard technical services to the company’s clients and customers within agreed timeframes.
Responsible for ensuring that high standard service support is consistently provided.
Take charge of the escalation process and manage major incidents all the way to resolution.
Oversee the full lifecycle of service delivery, an ensure proceedings are within agreed timeframes.
Lead both 3
party and internal service meetings, and report appropriately on performance and processes.
Consistently review services and introduce / implement key service improvements.
Oversee the entire workforce management including recruitment, training and monitoring of performance.
Report on IT service performance appropriately and in a timely manner.
Collaborate with various departments of the business to aid overall improvements.
Be the voice of IT and communicate effectively on related issues, as well as build cross functional business relationships.
Responsible for ensuring required service quality and performance is met at all times.
Work towards minimizing service impacts of related projects.
Previous Service Management experience within a large organization.
Proven experience of managing / delivering services externally.
High level of ITIL knowledge and valid qualification is required for this role.
Experience of Incident Management and knowledge of disciplines.
Previous background in managing face to face or remote teams.
Dedicated to continuously improve services.
Ability to build and maintain positive working relationships both internally and externally.
Experience in vendor and 3
party service management.
Outstanding people management and interpersonal skills.
Ability to work outside the box.
Proactive and hands on by nature.
Organized with the proven ability to prioritize effectively.
Ability to mentor and coach junior staff members and new joiners.
Ability to self-motivate and take pride in quality of work delivered.
Keen eye for detail with proven ability to work within data protection guidelines.