Service Delivery Manager - IT Recruitment Project Solutions
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Service Delivery Manager - Project Solutions
Predominantly based in Central London with travel to client offices required
Nature of the role
In a growing business function the role has a broad remit and will provide plenty of scope, challenge and opportunity. It is very much a 'hands on' role that requires a flexible approach and the ability to prioritise tasks to best serve existing service components. The Project Solutions Team has on-boarded a number of new services over the past 12 months and is now focussed on expanding further through Staffing as a Service and deliverables based engagements.
Key objectives
Service Management
* Monitor and assess the performance of the existing service to ensure defined SLA's and KPI's are met.
* Manage client billing processes.
* Be a single point of contact to key client stakeholders
* Develop and improve the service in line with client's requirements.
* Work closely with the Experis delivery teams to successfully deliver technical expertise and resource within the Staffing as a Service deployment.
* Take ownership and be responsible for Continual Service Improvement initiatives
Service Optimisation
* Map and document the clients engagement models
* Documents existing methodologies and processes for building technical delivery teams
* Consult with senior technical stakeholders to understand delivery challenges and propose effective solutions
* Consult with client account Directors to propose and implement enhanced project delivery models
* Use data analytics
The Ideal Candidate Profile
* 5 - 10 years' experience in the IT services industry ideally with a systems integrator
* Ideally ITIL, Prince2, Agile or similar industry accreditation.
* Experience ideally gained with a mid-market sized player.
* Experience in delivering in an outsourced environment to SLAs and KPIs.
* Digital/application delivery background
* Ideally managed a board spectrum of resources (direct and/or dotted line)
* Has experience of technical team optimisation in dynamic technical environments
* Experience of working with senior management to accommodate changing business priorities
* Has had commercial responsibility/exposure to maintaining and maximising profitability for Projects and Services
* Graduate calibre. Ideally with a qualification in IT or related.
* Excellent communication skills- written, verbal and presentation.
* Comfortable at presenting solutions to a variety of audiences in a simplified way and running service review meetings.
If you think you may be a good fit please send over your CV for immediate review.