Information Technology Service Delivery Manager

IT Service Delivery Manager

Location: Wigan

Salary: 50 – 55’000

Hours of Work: Hours as required; based on site a 40 hours per week.

Inclusion in out of hours rota as and when required

I am looking for an experienced Service Delivery Manager, working for our clients leading Managed Network IT Solutions business. The Service Delivery Manager (SDM) is a crucial role in the business, ensuring the efficient delivery of services and maintaining client satisfaction, acting as the single point of contact for the customer escalations.

Main / Core Duties:

• Client Relationship Management: Responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.
• Service Quality Assurance: Oversee the quality of services provided, making sure that they meet established standards and that customers are satisfied with the service levels.
• Service Development: To continually seek to develop service and make improvements. To extend all services to existing and new stakeholders. To work with colleagues and partners to explore possibilities for service development
• Staffing and Staffing Development: IT Support Teams to ensure smooth handling of ITIL Processes
• Quality Assurance: To plan and organise service delivery effectively and efficiently, run routine and pre-planned meeting with the customer & management
• Ensuring ITIL principles are followed.
• Service Improvement: Identifying opportunities for service improvement, efficiency enhancement, and cost reduction is a key aspect of the role.
• Performance Monitoring: They monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
• Problem Resolution: Responsible for resolving any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.
• Communication Skills: Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively.
• Problem-Solving Skills: The ability to analyse complex problems and develop solutions is crucial in this role.
• Reporting: Monthly reports/calls – In depth reporting on SLA's, Monthly Service reviews on overall performance.
• Quarterly service review meetings – Review performance on a quarterly basis and review IT strategy over the coming months
• Operational Planning: To deliver support services effectively and efficiently.
• To ensure infrastructure services are available during core operational times for given areas of responsibility.
• Follow agreed processes and procedures for handling of problems and major incidents. Deal with priority one incidents; escalating immediately to management; may be the principle contact with a customer for a Priority One incident.
• In the event of recurring incidents with significant repercussions, take ownership and apply the measures necessary to achieve a permanent solution.
• Benchmark, analyse, report on, and make recommendations for the improvement and growth of IT Service Delivery and its customers.
• Keep current with ITIL best practise, service industry and educational developments.
• Assist in the implementation of all IT policies and procedures, especially those for service provision.

Qualifications required:

• University degree or college diploma in the field of computer science or equivalent work experience.
• Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
• Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
• A very analytical mind, able to tackle a problem from different angles and make decisions quickly.
• Strong communication and negotiation skills
• Advantageous to have good understanding and experience of project management principles.