Contract £375 – £425 per day – London Waterloo

As a single point of accountability the Service Delivery Manager owns and manages all customer related issues, changes, incidents and escalations through to resolution while ensuring a high standard of Customer Satisfaction is maintained at all times.

Are you looking for a role that makes a difference?

Are you ITIL Foundatiown v3 certified or have a PRINCE2 Foundation qualificaitons?

The Service Delivery Manager is a high profile customer facing role within Customer Services responsible for managing all aspects of the relationship.


Key Responsibilities

  • Responsible for monitoring and reporting service achievement against contractual and non-contractual performance targets, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • Identify the business value provided and identify additional revenue opportunities
  • Understand service delivery SLAs and ensure services are delivered and managed accordingly
  • Prepare Account Plans in conjunction with Sales
  • Use Continual Service Improvement to proactively identify opportunities or requirements to implement service improvements
  • Direct lifecycle management (LCM) activities to maintain up to date technical documentation
  • Ability to effectively and calmly lead internal and customer technical staff through crisis events and escalations
  • Customer escalation point
  • Ensure high quality service reporting is provided in a timely manner
  • Update and manage items on the Customer Heat Map ensuring prompt identification and escalation of issues


Technical Competencies (Experience and Knowledge)

  • Familiar with service management within an ITIL service delivery framework
  • Familiar with the technologies underpinning managed services including data centres, networks, telco circuits, cloud, storage, servers etc.
  • Experience of using service management ticketing systems and reporting tools
  • Experience of delivering recovery and managed service contracts for enterprise clients
  • Knowledge of PCI systems and compliance and ISO certification
  • Experience of running recovery and managed service solutions to defined SLAs
  • Understanding of Service Integration and Management (SIAM) methodology and delivery framework


Special Requirements

Full, clean UK driving licence to allow visits to customer