Service Delivery Manager
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Service Delivery Manager - Service Management, ITIL
The ideal candidate will be SC cleared or eligible and willing to undergo the relevant checks.
We have an opportunity for a Service Delivery Manager to join Experis on a permanent basis. You will be working as part of our Employed Consultant team, on site with a multi-national technology company based in Southend. This is a chance to be part of an award-winning organisation whose key priority is investing in its people.
Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.
Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.
Role Purpose:
* Identifying resource needs and building/recruitment of the team
* Defining the E2E Service Introduction process
* Developing the linkage into the clients overall Problem and Incident Management processes
* Identifying, creating and maintaining relationships with key resources from multiple vendors who together support services
* Liaison with technical teams inside and outside Data Engineering to define the necessary non-functional and instrumentation requirements for the supported services online platform
Role Responsibilities:
* To ensure the client's service is delivered and maintained to agreed SLAs and OLAs
* To manage the resolution of escalation issues, including investigation of complex or unresolved technical issues
* To provide an SDM single point of contact between Service Management and the Delivery Teams and to act as a focal and escalation point for networking issues
* To ensure minimum impact to service during the transition of new projects into live support through adherence to the Project and Quality Gate process
* To provide change governance through adherence to the Rigour On Change processes, ensure all proposed changes are approved by the relevant change control authority and to review risks from proposed change and facilitate proposals to reduce risk
* To support the High Priority Incident and Major Incident processes and manage the communication response ensuring the required information is available when required by both management and technicians
* To attend meetings/conference calls and co-ordinate activity and actions on behalf of Technical Services for the lifecycle of High Priority and Major Incidents
* Uptime and availability of the live operational services/infrastructure
* Defining and improving the Service Introduction process
* Defining Acceptance into Service criteria and processes
Essential Skills and Experience:
* Client facing, negotiation, Strong communication skills, Qualified ITIL Expert/Master, Service Management and Introduction on high performance/high availability systems
* Liaison and communication with Helpdesk and Incident Management teams Supporting the development of the business continuity plan and testing this as appropriate
* Knowledge of operating systems, databases, application servers, virtualisation, clouds, security, version control systems, continuous integration and build systems, backup and restore
* Rapid deployment of environments
* Researching and developing new techniques for deployment and system administration
* Coordination with other Service Management teams
Suitable Candidates should submit CVs in the first instance.
