Service Delivery Manager | Technology Services Group
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Service Delivery Manager

Working to maximise your investment in technology

Your Service Delivery Manager will be the driving force behind maximising your ongoing investment in technology.

Combining high-level business expertise with extensive technical knowledge, your Service Delivery Manager is perfectly placed to work with your senior leadership on the delivery, management and improvement of IT services.

Their aim is to support the business and meet user needs, using a set of well-defined best practices based on ITIL and ISO standards.

Areas in which your Service Delivery Manager might work

  • Board-level contribution

  • Strategic technology planning

  • Driving improved performance

  • Analysis of impact of technology

  • Orchestrate implementation of new initiatives

  • Support with third-party technology providers

  • Advice on tendering for new services

  • Ownership of key technology challenges

  • Guide inter-departmental IT discussions

  • Provide escalation point

  • Building key relationships

  • Advise on new projects

  • Drive technology adoption

  • Improve end-user satisfaction

  • Align technology with core business aims

How does the Service Delivery Manager work?

Working internally or with third-parties, your Service Delivery Manager will operate as a facilitator and advocate to ensure that you get the most from your ongoing investment in technology.

Your Service Delivery Manager will have oversight of all teams involved in the delivery of services, ensuring the most efficient, cost-effective and secure service possible.

A Service Delivery Manager from TSG is much more than a firefighter. Although they will be there to address the day-to-day challenges, they’ll also look to identify and recommend ongoing improvements.

What does the service delivery manager provide?

Your Service Delivery Manager will have an in-depth knowledge of your IT service requirements supplied by TSG and third-parties.

Understanding which systems are critical to your business functions, they will ensure the services you contract are delivered on time and within contractual agreements.

Providing you with a completely managed service

  • Third-party management 

    • Providing monthly performance metrics 
    • Supplier risk management 
    • Information security compliance 
    • Reviews 
    • Relationship management 
    • Cost efficiency reviews 
    • Third-party outsourcing requirements
  • Service level management 

    • Reviews existing services 
    • Agreed levels of support 
    • Reviews contracts of third-party service providers 
    • Reporting & monitoring of SLAs 
    • Implementation of service improvement policies and procedures 
    • Managed service priorities 
    • Planning for service growth

A Service Delivery Manager from TSG will maintain a proactive and forward-thinking relationship.

They will have an in-depth knowledge of your IT service requirements supplied by TSG and third-parties.

Understanding which systems are critical to your business functions, they will ensure the services your contracts are delivered on time and within contractual agreements.

Ensuring Business Continuity

Your Service Delivery Manager will ensure your business has a workable, efficient continuity plan should the worst happen. 

Continuity management

  • Priority of business systems to be recovered, Business Impact Analysis (BIA) 
  • Risk assessments for each IT service
  • Determining any threats and identifying assets
  • Pinpointing vulnerabilities and auctioning countermeasures to support each service
  • Evaluating recovery options

Providing you with a completely managed service

  • Capacity management

    • Performance management 
    • Workload monitoring 
    • Application sizing 
    • Resources forecasting 
    • Demand forecasting
  • Availibility management 

    • Define service availability 
    • Agreed KPIs
    • Agreed SLAs & OLAs
    • Availability reports and monitors 
    • Monitor SLA & OLA
    • Highlight service improvement opportunities
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