Service Delivery Manager

Hybrid position.

Role responsibilities:

• Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
• Ensure maximum consistency and efficiency across our service delivery functions.
• Manage third party suppliers to ensure measurable quality, value, and customer satisfaction in line with contractual support & maintenance agreements.
• Engage with and manage appropriately the relationships, processes, and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.
• Transition Process management
• JIRA administration
• Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution globally.
• Broad latitude in decision making and determining objectives and approaches to critical service management.
• Monitor forecasted and actual service levels proactively to ensure noiseless delivery.
• Assist in overseeing processes and establishing best practices, policies, and guidelines as well as being able to take initiative in adapting these to ever changing organizational needs.

Experience:

• Minimum of 5 years’ experience in a similar position
• Strong working knowledge of ITIL practices in relation to incident management, request management, problem management, change control and continual service improvement
• Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships
• ITIL V3V4 certifications
• JIRA experience desired.
• Strong customer and business focus
• Broad IT Technical Aptitude and Knowledge
• Strong business analysis & process mapping
• Takes ownership for delivering on promises
• Takes a flexible approach to their work, and will go the extra mile as required
• Keeps abreast of what is happening in their own area
• Reviews own work methods with a view to improving
• Results focussed – able to determine the priorities and to deliver on them under pressure.