Service Delivery Manager Central Scotland HYBRID WORKING - EXCELLENT WORK LIFE BALANCE The Company: My client is a highly dynamic and successful IT Services and Consultancy organisation with a strong presence across the UK.
They currently have an opportunity for a Service Delivery Manager to join their team that has experience in the IT Industry.
The role: The Service Delivery Manager is responsible for the successful delivery and management of services provided to customers.
The SDM will plan, organise and control all service delivery activities contractually committed to their assigned customers.
This includes the management of service governance including ITIL-aligned service management; compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service improvement activities for assigned customers; escalation, exception and major incident management, and responsibility for the overall quality of services delivered to our customers in line with SLAs and contractual obligations.
- Ensure excellent customer service is delivered - Practice ITIL standards and assist in obtaining accreditations both personally and throughout the business - Develop and maintain positive relationships with customers, colleagues and partners Co-ordinate and liaise with other departments to achieve customer satisfaction • Ensure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achieved • Instigate, manage and attend customer review meetings • Develop and monitor efficiency and performance indicators • Lead a culture of continual service improvement throughout the group • Contribute towards on-going cost control activities and actively seek to improve efficiency, reduce operating cost, increase margins and meet budget targets • Review engineer spares requirements following the analysis of contracts (new and existing) and usage • Ensure stock levels are held to meet demand aligned to trends - liaising with Stores / Part / Engineering Management Teams The successful candidate will have: Understanding and experience of Service Management practices is required • At least ITIL foundation certified • Strong service attitude and aiming to build lasting customer relationships • Ability to prioritise, multi-task, and perform effectively under pressure • Be able to identify and own the implementation of service improvement activities • Experience of managing SLA's and KPI's • Ability to demonstrate exceptional interpersonal skills and able to develop lasting working relationships with clients and colleagues • Experience of establishing strong working relationships with technical teams, stakeholders and third parties; Ability to understand and explain IT solutions and issues to a non-technical audience With this company you will be joining a business that promotes a work life balance, supports hybrid working, provides training and professional qualifications.
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