Service Delivery Manager / Incident Manager

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Service Delivery Manager / Incident Manager - Bedfont Lakes- 5 month contract

Service Delivery Manager / Incident Manager required to join a multinational technology company on a 5 month contract based in Bedfont Lakes with 1 day a week onsite with customer in City or Docklands.

Responsibilities

* Supports delivery of the Technical Support program to major accounts. This a non-technical service delivery role

* The Service Delivery Manager / Incident Manager serves as the advocate and single point of contact within the organisation for all issues and concerns related to customers' interaction with their Technical Services portfolio

* Ensures follow-up and closure of critical problems with large strategic customers, gaining an insight into the customer business and becoming a trusted advisor to anticipate customer needs.

* Uses standard tools to receive alerts and monitor status of new customer service requests (incidents). Uses email, phone, WebEx and other virtual methods to drive incident management to resolution

* Co-ordinates root cause analysis upon customers' request, working with engineers for technical details.

* Report on standard deliverable as defined by customer contract and delivers reports on weekly, monthly and quarterly basis via email or WebEx.

Experience / Qualifications

* 3 years plus in customer service delivery, networking or telecommunications support environment. Must have incident management and IT operations/delivery experience. This is not a project or programme management role.

* University degree or equivalent experience

* ITIL Foundation and Service Operations are desirable

If this role is of interest to you please submit your CV in the first instance.