Service Delivery Manager

Service Delivery Manager/ Agile/ SLA/ KPI/ Ecommerce

Title: IT Service Delivery Manager

Location: UK, remote

Industry: Start-up, ecommerce, consultancy

Salary: £50k

I'm currently recruiting on behalf of one of my clients who are a thriving start-up in the ecommerce space with plenty of clients already under their wing.

They're hiring for an IT Service Delivery Manager on a permanent basis to join and grow a small team.

The role:

1. Ensure the successful delivery of services in accordance with service level agreements (SLAs), client requirements, and expectations.
2. Build and maintain strong relationships with clients.
3. Monitor and report on key service delivery metrics, including SLA compliance, quality, and customer satisfaction.
4. Oversee the resolution of incidents and problems.
5. Lead, coach, and mentor a team of service professionals.
6. Implement best practices and strategies to drive ongoing improvement in service delivery.
7. Proactively identify and mitigate risks related to service delivery.
8. Ensure compliance with internal policies and procedures.

Requirements:

1. 3yrs+ in an IT Service Delivery Manager role/ similar
2. Past tenures client facing, working with multiple clients
3. Ideally experience within retail/ ecommerce domain
4. ITIL certification (or equivalent).
5. Experience working in an Agile environment.