T0080 Service Delivery Manager
Working with senior customer leadership on the delivery, management and improvement of IT services to support business and user needs, using a set of well-defined best practices (based on ITIL and ISO). This position is a stakeholder facing role required to establish and manage expectations within the customers business.
Duties and Responsibilities
To ensure that a high quality service is provided to all users of the company’s contracted solutions, in accordance with defined policies, procedures and Service Level Agreements.
Work with our customers to refine a service that would provide added value to their business.
Working internally or with 3rd parties, operating as a facilitator or advocate to ensure that our customers get the most from their ongoing investment in technology.
Attend customer and internal service review meetings; areas covered will include performance reports, service improvements, quality and processes.
Build and improve methods of reporting and information delivery to our customers.
Diarised reviews with line and departmental heads to spearhead initiatives for their customers and general improvements to service.
Provide specialist professional advice and support throughout customer organisations in relation to the support and development of the contracted solutions.
In conjunction with the Service Desk Manager ensuring effective incident, request, change and escalation processes, ensuring high levels of performance is achieved.
Deliver accurate reporting and establishing service improvement activities when required.
Champion service and support in projects and developing a strong understanding of any projects impacting your service area, ensuring impact is minimised.
Drive internal and 3rd party service review meetings covering performance, service improvements, quality and process.
Ensuring the quality of service and performance, alongside the Service Desk Manager, to ensure future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Make recommendations for service improvement plans and ensure actions are followed through to completion.
Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services.
Analyse, investigate and use appropriate resources to resolve highly complex IT queries where there are a range of options and guidance may be unavailable or ambiguous.
Facilitate annual strategic reviews ensuring technology is aligned with customer’s core business aims.
Translate business requirements into technology and drive customer adoption.
Provide advice on tendering for new services to ensure that all options are considered.
Mentoring and Leadership:
Provide and receive quality feedback to/from other managers to aid personal development.
Collaboration and Relationships:
Work alongside the Service Desk Manager and Team Leaders to ensure a high quality of service is provided.
Build strong relationships with Account Directors and Business Development Managers to ensure our services are joined up and complement each other.
Involvement in departmental meetings that can affect the service to their customers.
Work with our customers, supporting key accounts, attending customer meetings, participating in calls and act as a point of escalation and resolution for customer issues.
Working with other managers, team leaders and Customer Care team in driving success through the entire organisation.
Knowledge, Skills and Experience
Educated to Degree Level desirable.
ITIL certified desirable.
Project Management Certification desirable.
Your skills & knowledge
Excellent communication skills.
Excellent organisational and prioritisation skills.
Strong inter-personal skills and have the ability to communicate difficult and sensitive information.
Ability to look for ways to improve and promote quality.
Outstanding influencing skills.
Ability to build relationships at all levels.
Strong leadership and people management skills.
Ability to work under pressure to tight timescales.
Commercial understanding of contract revenue streams and impact.
Strong broad technical knowledge.
Ability to deal with escalated issues and demonstrate ownership.
Good logical/troubleshooting skills.
Excellent customer facing skills.
Excellent attention to detail.
Ability to deal with and implement change.
Considerable experience in a similar role.
Demonstrable service management experience.
Previous management or team leader experience.
Managing 3rd parties and 3rd party delivered services.
Service or support management in a diverse environment of incident management, escalation procedures and related disciplines.
Knowledge and understanding of ITIL disciplines.
Highly motivated – sets and achieves challenging goals.
Conscientious, well organised and customer focused.
Passionate about service improvement.
Committed to the highest standard of service.
Display a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision making process.
Demonstrates commitment to the role, team and company, and will go the extra mile when required.
Demonstrate high levels of professionalism.