IT Service Delivery Manager

The Associates are looking for an IT Service Delivery manager to undertake a permanent role with a brilliant organisation. The focus of this role will be to work very closely with and manage 1 3rd party organisation across Servicedesk, network systems, ITIL functions as well as their data center services. The role will be to ensure SLA's and contract agreements are met across the delivery of contract.

CV MUST HAVE FOR CONSIDERATION: You must have demonstrable experience of working closely with MSP's and ideally showing the work with a small to medium sized MSP. Please also share examples of where you have problem solved with these organisations to achieve positive outcomes.

This is a Hybrid role with 2 days a week in the office (SE1). The core of this role will be a strong all round knowledge it ITIL and SDM combined with excellent communication skills. Your background will have notable examples of work undertaking the management of 3rd parties and driving quality improvement. The company culture is excellent and you can take advantage of small things like finishing at lunchtime of Fridays during summer or enjoy time off with the family as the company closes between Christmas and New Years and it does not come out of your 25 days leave.

The spec below

The IT Service Delivery Manager is responsible for overseeing the delivery of services provided by an external vendor to ensure that they meet or exceed contractual obligations, service level agreements (SLAs), and customer expectations. The SDM serves as a liaison between the company and its vendor, fostering collaborative and a productive relationship.

The IT Service Delivery Manager is responsible for the day to day service delivery of defined IT Services provided by both internal and external service providers.

The IT Service Delivery Manager looks after operational relationship with the service provider. The IT Service Delivery Manager is the internal process owner of the core ITIL practices including Change Enablement, Incident Management, IT Asset Management, Problem Management, Release Management.

Responsibilities

• Work closely with service provider to ensure quality of services delivered and manage their CSIPs.
• Oversee the delivery of services by vendors to ensure they align with the company's standards and objectives
• Act as the primary point of contact for issue escalation and resolution between the company and vendor.
• Collaborate with relevant teams to address and resolve service delivery issues in a timely manner.
• Ensure accurate documentation is kept of Supplier agreements, CCN, and performance metrics.
• Work closely with the Infrastructure and Development teams on problem management
• Deliver reliable IT services including service desk and AV support.
• Co-ordinate supplier delivery to ensure that IT Services are delivered with minimal avoidable disruption
• Ensure that appropriate external and internal SLA/OLAs are achieved and aligned between services
• Monitor and report on the overall performance of services
• Work with the business and other IT teams to identify and manage service improvement activities
• Responsibility for IT vendor and licensing management processes and CSIP
• Owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews

Education, Training and Certification

• Batchelors degree
• ITIL Certification
• Agile Methodologies

Experience

• 5 years IT experience with 3 years in an adjacent or similar function including
• Proven experience of managing in multi-sourced environments, exposure to SIAM type implementations an advantage
• Proven experience of IT asset management including software asset management
• Proven experience in identifying and improving IT team processes

Skills and key behaviours

• Knowledge of ITIL processes and best practices (knowledge of ITILv4 an advantage)
• Strong analytical and numerical ability
• Capable and confident communicator, written and verbal, able to influence and manage stakeholders at all levels
• People oriented, leads by example, and motivates others to fully engage and to work collaboratively
• Encourages diversity of thought, recognising contributions and concerns from team members of all backgrounds
• Empathises with user and stakeholder frustrations, capable of dealing with people in a calm, professional and effective manner
• Self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities
• Commercial approach, ensuring that services and capabilities deliver maximum value

Ambitious and energetic with the desire to bring their own ideas to fruition