Technical Service Delivery Manager

Technical Service Delivery Manager, Hybrid role, Midlands, £75k + bonuses

As the Account SDM, you will own the management and delivery of the service to the customer to the specified SLA’s, ensuring customer satisfaction and that service is delivered. You will also drive continuous improvement and innovation, ensuring that the company receives value for money for all expenditure on hardware, software, and services.

This role requires managing internal matrix teams and 3^rd party relationships. Ideally, you will already be SC cleared or have the potential to be SC cleared.

As a seasoned ITIL aligned Service Delivery Manager, you will have experience owning both the management and delivery of services to customers in adherence with specified SLA’s, ensuring customer satisfaction, and delivering services in line with agreed contractual terms while driving continuous improvement and innovation.

You will have strong experience within ITIL environments and have managed in a cloud environment such as Microsoft Azure. Additionally, you should have a good understanding of enterprise-grade application architecture, how applications work with infrastructure, and good technical knowledge and experience with some or all of the following: Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage, and Networks.

What to expect

As the Service Delivery Manager, the role requires end-to-end management of the service management function to the client. The role will sit within the account team and report to the account Delivery Director. You will interact with the client’s service management team, business stakeholders, internal stakeholders, and 3rd parties.

Other responsibilities will include:

1. End-to-end management of the service management function (Service Management, Incident Management, Change Management, Problem Management)
2. Ensure adherence to contractually agreed service levels with the client
3. Define and adhere to boundaries of what is ‘BAU’ and what is ‘Project Work’
4. Oversee the transition of support of new or changed services into the managed services scope
5. Understand the customer’s business process cycle and manage resourcing levels appropriately
6. Track contractual metrics and produce monthly and weekly status reports
7. Focus on operational management while possessing foresight for tangible continuous improvement
8. Act as the escalation point of contact for out-of-hours and critical business periods
9. Keep on top of project financials and agreed project margins
10. Ensure that critical incidents are managed closely with high focus and appropriate communication to stakeholders
11. Effectively manage technical resources during high-priority incidents, ensuring that critical incident management teams are appropriately resourced and staffed

Your skills

• ITIL v3 Foundation (Minimum), ITIL Expert (Desired)
• At least 12-15 years in an ITIL based service management environment, with at least 6-8 years in an ITIL Service Manager role
• Excellent written and verbal communication skills
• Experience managing in a cloud environment such as Microsoft Azure
• Ability to tailor messages to suit the audience
• Good understanding of enterprise-grade application architecture and how applications work with infrastructure is desirable
• Hands-on technical knowledge and experience, particularly infrastructure (e.g., Database Administration, Operating Server Administration, Virtualization, Cloud Computing, Hardware, Storage, Networks) is an added advantage
• Experience working in an onshore-offshore model is mandatory
• Prior experience of working in a multi-vendor environment is extremely desirable
• Ability to demonstrate tangible continuous improvement that has been implemented
• Must be an excellent team player
• Good documentation and presentation abilities are mandatory
• Highly committed, motivated, and self-starter – must be able to give directions rather than waiting for guidance
• Ability to work with a diverse group of technically experienced resources – must be able to demonstrate experience with managing conflicts and disagreements in the workplace
• Upsell and Cross-Sell abilities highly desirable

This is an urgent opportunity, with interviews being scheduled as soon as possible. If you are interested in hearing more, please reply with a copy of your CV, an indication of your availability and salary expectations, and you will be contacted by return.