Service Delivery Manager

Role Description
The role of Service Delivery Manager reports to the Head of Service Delivery and is key in ensuring that the Services Transputec provides to its customers are delivered to the highest standards, exceeding customer expectations in terms of quality and SLA compliance. Ensuring all services are delivered to the highest quality.
Head Office in Wembley
Unrestricted right to work in UK
Permanent, Full Time

The main responsibilities of this role are:

  • Managing a new service global resourcing service
  • P&L Responsibility for the Services you manage
  • Developing and maintaining relationships with assigned clients
  • Ensuring that SLAs are in place with assigned clients and ensuring that the Services are delivered within SLA
  • Provide advice and guidance on process matters concerning the provision of the Services
  • Ensuring all processes including onboarding and offboarding are in place and adhered to 
  • To ensure that the Services operate to ITIL Best Practice recommendations and provide advice and guidance relating to industry best practices in Service Delivery and Service Support disciplines
  • Analysis of data generated by the Service (i.e. Number of site visits, SLAs met etc.) to identify trends leading to improvements in the service delivery function and/ or additional revenue opportunities
  • Assisting with the Transition of new customers
  • Monitoring customer satisfaction levels, responding to queries and any complaints, escalating where necessary and ensuring that the corrective action is performed as required

To be successful, candidates will need:

  • Experience working for or with in a Systems integrator
  • Experience with an a global resourcing organisation
  • Strong customer relationship management skills and commercial acumen
  • Excellent supplier management skills ensure value for money
  • ITIL qualification to Foundation level and Expert level in at least one discipline
  • Experience as a Service Delivery Manager in an IT Service Provider environment
  • Excellent written and verbal communication skills
  • An ability to influence others, coaching staff to change their behaviour in ways which positively affect the Service outcomes
  • Experience managing budgets, assessing value and identifying ways to increase profit margins without compromising quality
  • Excellent analytical and reporting skills to enable expert-level trend analysis, service reporting, financial 
  • Pro-active management of their assigned accounts