Service Delivery Manager

Summary: The Service Delivery Manager role involves overseeing the delivery of Level 3 IT support services in alignment with ITIL best practices, ensuring service levels meet customer expectations. The position requires managing incidents, changes, and performance reporting while fostering continuous improvement and effective stakeholder communication. Additionally, the role includes resource and risk management, quality assurance, and staff training and development. This position is primarily remote with occasional onsite requirements in Croydon.

Key Responsibilities:

• Oversee the delivery of Level 3 support IT services in accordance with ITIL best practices.
• Ensure services meet agreed-upon service levels and customer expectations.
• Manage the resolution of incidents and problems to minimize impact on business operations.
• Implement proactive measures to prevent recurring issues.
• Coordinate and manage changes to IT services, ensuring minimal disruption.
• Generate and analyze performance reports to track service delivery metrics.
• Identify opportunities for process improvements and implement best practices.
• Maintain clear and consistent communication with stakeholders regarding service delivery.
• Allocate resources effectively to meet service delivery demands.
• Identify and mitigate risks associated with service delivery.
• Implement quality assurance processes to ensure high standards of service delivery.
• Coordinate training programs for service delivery staff to enhance their skills and knowledge.

Key Skills:

• ITIL 4 Foundation
• Service Now knowledge
• Excellent stakeholder management
• Excellent organisational skills
• Excellent communication skills
• Contractual awareness
• Commercial awareness
• Strong people manager

Salary (Rate): £600

City: Croydon

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT