IT Service Delivery Manager - ITIL - MSP

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IT Service Delivery Manager - ITIL - Thriving & Vibrant Managed Technology Services

Hammersmith, London W14

£40,000 - £50,000 depending on experience (plus performance related annual bonus and company benefits package which consists of an annual performance bonus, private medical insurance)

We’re looking for an experienced Service Delivery Manager to join our London team. If you’re a client focused and service driven individual with a proven track-record in delivering to high standards within the technology services sector, and you’re up for a new challenge with a fast-paced and rapidly growing MSP, please get in touch

Reporting to the CEO, the Service Delivery Manager [SDM] will join a team of 2 existing SDM’s to be a primary point of contact for nominated T15 managed services clients, ensuring the contracted scope of service is delivered effectively and efficiently within the Service Level Agreement [SLA].

The role requires a pro-active, client focused individual, who has a proven track record in delivering high quality technology services.

IT Service Delivery Manager Job Responsibilities:

+ Primary Service Delivery contact for a nominated T15 managed services clients [estimated 10 clients]

+ Provide a contact and escalation point for clients relating to operational and service delivery matters.

+ Service prioritisation where conflicting demands on resources

+ Define, implement and maintain Service Delivery processes, procedures and documentation

+ Ensuring SLAs are managed and achieved across the business

+ Providing clients with monthly and contractual performance reporting

+ Definition, agreement and creation of customer reports

+ Identify areas for Service Management improvement (continual improvement program)

+ Working with the Head of Operations & Technical Director, and other teams to ensure standards are met and maintained and policies are adhered to within the operations & service management department.

+ Representation at client service review meetings

+ Supplier & vendor management relating to the delivery of client services

+ Working with the Project Manager & Engineering teams to ensure adequate service transition in the project delivery process

+ Contributing member of the Senior Management Team

+ Develop and own a Service Improvement plan including the application and management of KPIs

+ Reinforce good practice in ITIL processes and act as an authoritative source for all Service Delivery matters

IT Service Delivery Manager Required Skills & Experience:

+ 8+ years’ experience in Service Delivery Management in an SLA based, multi-tenanted environment, specifically in the technology services sector

+ Technical IT infrastructure experience

+ Experience in the definition of Service Level Agreements, their implementation and management

+ Experience of resource management

+ IT Security best practice awareness

+ Excellent customer facing skills in a Service Management role

+ Hands-on, pro-active approach to Service Management

+ Supplier management experience

+ Excellent written and verbal communications

+ Third party supplier management

+ Report generation and statistical analysis

+ ISO27001, 9001 & 20000 experience

+ ITIL V3 Expert/ V2 Manager

Interested? Apply here for a fast-track path to the hiring manager

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If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.