IT Service Delivery Manager

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2018-11-14 15:21:111970-01-01Monarch IT
Job TypePermanent
AreaWest Midlands, UKBirmingham
SectorInfrastructure & Cloud
Salary£40000 - £50000 per annum, Benefits: Excellent benefits
Start DateASAP
Job RefSDM

IT Service Delivery Manager

An opportunity has arisen for an IT Service Delivery Manager to join a small to meduim sized Tech company. My client has an excellent reputation for staff development and retention. They have recently won a large number of new customers and require an IT Services Manager to work with them and the existying portfolio. 

Purpose/Responsibilities of Role:            

As a Service Delivery Manager you will own the service experience of one or more allocated customers, adding value to key functions within the Service Operations department that enable the delivery of a high quality of service.

This position is a customer facing role, and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

Pro-actively work to support the day to day client relationship and drive customer satisfaction.

    Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.

   Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.

     Service Review attendance and presentation of client service report.

     Owning and managing any annual client external audit activity where included in the Master Services Agreement.

    Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.

    Generation of monthly reporting on contractual services, risks and issues.

    Management and oversight of Onsite Technical Resources where applicable.

Job Requirements/Experience:

    Strong leadership and people management skills.

    An evident passion for good customer service.

    Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder – typically to C-level.

    Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers. 

    Manage and prioritise tasks/time efficiently and encourage the same in others.

    Able to facilitate, chair and steer meetings to achieve the stated objective/decision.

    Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.

    ITIL foundation qualification or better.

    Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.

    Willingness to support and mentor junior members of the team.

    Able to excel under pressure and meet deadlines.

    Demonstrate a creative approach to problem solving and conflict resolution.

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