Senior Service Delivery Manager – ITIL, CSAT, SLA, SC Clearance

Summary: The Senior Service Delivery Manager will oversee service delivery within a large consultancy, focusing on ITIL processes, customer satisfaction (CSAT), and service level agreements (SLAs). This role requires strong leadership skills to manage teams and ensure effective service delivery to a key end customer. The position is hybrid, requiring 1-2 days per week on-site in the South of London. The contract duration is 6 months, and candidates must be eligible for Security Clearance (SC).

Key Responsibilities:

• Oversee Service Delivery Management in large, complex environments.
• Lead and manage teams of Service Delivery Managers (SDMs), partners, and international delivery teams.
• Ensure adherence to ITIL processes and principles.
• Manage customer satisfaction (CSAT) and service relationships.
• Deliver on service level agreements (SLAs).
• Handle contract management effectively.
• Implement Incident, Problem, and Change Management processes.
• Foster a culture of continuous service improvement.
• Adapt to hybrid working arrangements.
• Maintain eligibility for Security Clearance (SC).

Key Skills:

• Proven expertise in Service Delivery Management.
• Experience leading and managing teams.
• Excellent knowledge of ITIL processes.
• Experience with CSAT and service relationships.
• Proven ability to manage and deliver to SLAs.
• Contract management skills.
• Knowledge of Incident, Problem, and Change Management principles.
• Ability to foster a continuous service improvement culture.
• Flexible approach to hybrid working.
• Eligibility for Security Clearance (SC).

Salary (Rate): £550 daily

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT