Service Delivery Manager

Description

An exciting opportunity for an experienced IT Service Management professional to support the day-to-day operation and continual improvement of corporate IT services.

Working closely with managed service providers and third-party suppliers, you will drive service performance, oversee incident and problem management activities, deliver meaningful reporting and analysis, and help ensure exceptional service delivery across the organisation.

Client Details: Working for a major infrastructure organisation in central London

Description

• Act as the operational interface between the organisation and managed service providers and third-party IT suppliers.
• Monitor, manage and coordinate the end-to-end resolution of incidents and problems, ensuring service levels are achieved.
• Support regular supplier service reviews and track progress against service improvement plans.
• Produce accurate service reporting and performance analysis using KPIs, customer feedback and operational metrics.
• Provide regular incident, problem and change management reporting to senior stakeholders.
• Analyse service trends, root causes and user feedback to identify opportunities for continual improvement.
• Support projects, service transitions and small change initiatives into business-as-usual operations.
• Participate in Change Advisory Board (CAB) activities, assessing risks and minimising service disruption.
• Represent the organisation in problem management reviews to ensure effective issue resolution.
• Maintain and develop the IT Service Catalogue and associated service request processes.
• Own and manage joiner, mover and leaver processes, ensuring requests are completed accurately and efficiently.
• Review non-standard service requests, assessing business needs, costs and solution options.

Profile: A successful Service Delivery Manager should have:

• Proven experience working with managed service providers and third-party IT suppliers.
• Strong understanding of ITIL service management processes.
• Experience across Service Desk, Incident, Problem, Change and Release Management.
• Strong knowledge of service management platforms such as ServiceNow, Remedy or similar tools.
• Experience producing and analysing service reports, KPIs and operational performance metrics.
• Advanced Excel reporting and analysis skills.
• Strong stakeholder management and communication abilities.
• Experience managing supplier performance, quality and service improvement initiatives.
• Commercial awareness with the ability to drive value from supplier relationships.
• Good understanding of infrastructure, Microsoft 365 and Windows desktop technologies.
• Strong documentation, analytical and problem-solving skills.
• Ability to work independently with minimal supervision.
• Degree-level education or equivalent experience.
• ITIL Foundation certification (or higher).
• Minimum of 5 years' experience within IT and business environments.

Job Offer

• A fixed-term contract role with a salary of £70,000, dependent on the level of experience.
• Additional benefits provided by the organisation.