Service Delivery Manager

Salary – £35K + Car Allowance + Bonus
Location – Bedford
Job Type – Permanent
Start Date – ASAP
Job ID number – MC-SDM

A well established IT Support services organisation in Bedfordshire is actively seeking a Service Delivery Manager to join their organisation to responsible for the successful delivery of all contracted services for customers and interface with a range of internal and external stakeholders.

The successful Service Delivery Manager will:

Manage delivery against contracted external Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s), using an approach which is aligned to the ITIL framework

Act as a single point of escalation / contact for business as usual (BAU) service issues which are generated by customers and delivery teams

Seek service improvement opportunities for customers and work with internal and external teams to evaluate and deliver them

Provide service reporting against contracted service targets based on the agreed frequency

Work closely with project teams to ensure that project delivery and transition into business and usual is seamless and meets agreed standards and expectations for operational delivery

Adhere to the requirements of internal and external SLAs/KPIs – such as provision of data, reporting, and any other regular updates

Use daily and contribute to the further development and improvement of Change, Problem and Incident management processes and procedures, under the direction of the Senior Service Delivery Manager

Support the account management team by identifying, communicating and helping to develop commercial (up selling) opportunities identified through service delivery processes

Skills & Attributes

Demonstrable experience in IT Service Management environment, ideally in multi-platform, data centre  arena

Technical understanding of multiple IT platforms

Technical understanding of Network and Communications

Ability to focus on the needs of the customer to understand and translate not only their service requirements, but the business drivers behind them and the impact of non-performance on their business

Proven ability to manage and negotiate difficult client situations to achieve a mutually beneficial outcome, and communicating  good and bad news to the customer in an effective manner

Builds relationships with customers and colleagues which are productive and effective across the board

Effective communicator at all levels; with people of differing hierarchical and skill sets

Is able to provide examples of service improvements implemented in previous roles

Commercially aware with proven up-selling skills

ITIL V3 Foundation as a minimum

PRINCE2 Foundation (desirable)

In return for your efforts a salary of £35K is on offer; plus a £6,900 car allowance + bonuses + benefits, so please apply now!

Are you interested in this job?

If you wish to apply for this position please get in touch with Alfa IT Recruitment and quote the job ID number and we will get back to you.

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