Service Delivery Manager - SC Cleared

Service Delivery Manager - SC Cleared

This is a great opportunity to take that next step in your career with our client looking for someone with demonstrable experience of managing a high-profile, secure service. The ideal candidate will have a background in implementing / maintaining high-performing, process driven, outcome based services and be able to articulate what good governance looks like and be able to demonstrate where this governance has been applied and successful outcomes, as well as demonstrate what a good continual service improvement culture looks like.

Purpose of Role

Acting as the Customer advocate within our client, the Service Delivery Manager is responsible for the service relationship & smooth running of the on site Operation. Accountable for actively driving improvement & the development of the service and responsible for Service Level Management, ensuring all contractual obligations are met. This role provides key leadership within a Major/strategic account or group of accounts. This role provides key leadership and has management responsibilities for the On Site Service Desk and Campus engineers.

Key Responsibilities

• To ensure Client relationships are managed through regular communication and service review meetings.
• Oversees the production of reports against Service Level Agreements and ensures such agreements are reviewed on a regular basis for appropriateness to Client requirements and our client's capabilities.
• Ensure business objectives are achieved through the effective management of Service levels & KPI's
• Oversees the monitoring & evaluation of the performance of the operational department against business targets to ensure that KPI & business goals are achieved
• Works with Operations, Service Delivery, CSI Lead & Customers to identify and prioritise improvement opportunities
• Building client confidence, identifying new or upgraded business opportunities and working cohesively with Account Management to pursue incremental growth.
• Identify changes to customer requirements and ensure appropriate Change Control notes to Contract are applied.
• Ensures assignment of an appropriate delivery lead for new service transition, to ensure continuity of service and successful on-boarding of new services.
• Provide an effective escalation point for key stakeholders; both customer and internally.
• Responsible for the operational P&L ensuring contract profitability and operational efficiency.
• Adopting and encouraging a CSI mentality throughout the business to Identify opportunities for increasing service value and/or cost reduction.
• Manage staff, ensuring that performance, behaviour and conduct targets are achieved.
• To support any other reasonable management requests
• Customer Service orientated, demonstrates deep insight into their views & is able to articulate their perspective in an easy to understand manner
• Relevant experience in IT Service Management and an excellent understanding of the ITIL Framework - Expert level preferable.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age