Technical Service Delivery Manager

Monarch IT are partnered with a global consultancy firm who are looking for an Technical Service Delivery Manager on a permanent basis. As the Technical Service Delivery Manager, you will be required to work onsite 1 day per week, however this is likely to change to virtual meetings in the near future. 

Salary + Bonus: £85,000 per annum with a 20% bonus. 
Location: Newcastle/ Remote

As the Technical Service Delivery Manager, you will work on the following; 

• Owning Management of Services being delivered to client as well as owning Delivery of Services being delivered to clients.
• Adherence to SLAs (which contain penalties)
• Ensuring Client satisfaction
• Ensuring Services delivered in line with Contractual terms
• Ensuring Continuous Service Improvement & Innovation
• Understanding the client’s business process cycle
• Working closely with the consultancies off shore departments, mainly with Security, that work across the globe.
• Overseeing the transition of support of New/Changed Services into the Managed Security Services (MSS) scope
• Preparing for and Driving Monthly Service Review meetings providing presentation slides and reports

• Minimum of 5 years’ experience of working in a multi-tiered IT enterprise
• Minimum of 3 years’ experience in a Service Delivery Management role
• End-to-End Management of Service Management function including:
• Service Management
• Incident Management
• Change Management &
• Problem Management
• IT Service Management system experience (preferably ServiceNOW)
• Good understanding of ITIL
• Understanding the client’s business process cycle and manage resourcing levels appropriately
• Good understanding of MITRE ATT&CK
• Good Technical knowledge and experience with some or all of the following:
• IT Networks
• IT Network Security
• Operating System Administration (Windows and/or UNIX/LINUX)
• Cloud Computing
• IT Hardware (specifically Firewalls)
• IT Security Software (specifically IPS/IDS, Security Gateways, VPNs)