3 of 3 Service Management Jobs in Glamorgan

Overview We're looking for an experienced Dedicated Service Delivery Manager to become the primary point of contact for a major public sector customer, taking ownership of the ongoing delivery and continual improvement of services. Working closely with the customer and internal technical, operational and commercial teams … ensure contractual commitments are met, service performance is continuously enhanced, and the customer receives an exceptional experience throughout the partnership. This is a highly visible, customer-facing role requiring strong stakeholder management, commercial awareness and a proactive approach to driving service excellence. Key Responsibilities ...

cloud-based infrastructure using infrastructure-as-code approaches. Enable teams to develop effective observability practices, including monitoring, logging, metrics and alerting that support proactive service management. Work with teams to define and embed Service Level Indicators (SLIs), Service Level Objectives (SLOs) and error budgets in a pragmatic … way. Support the development and continual improvement of CI/CD pipelines to enable safe, frequent and low-risk delivery of changes. Oversee live service reliability, supporting teams through incident and problem management while encouraging a learning-focused, blameless culture. Ensure security, resilience and compliance considerations are understood ...

Enterprisenetworking Firewallsandsecureconnectivitysolutions Endpointmanagementplatforms RMMsolutions MDMplatforms Monitoringandalertingtechnologies Therolewillalsooverseeinfrastructurepatching,endpointcompliance,securityhardeningandservicecontinuityactivities. Security&Compliance Maintainoversightofsecurityoperationsacrosscustomerenvironments. Ensurevulnerabilitiesareidentified,prioritisedandremediated. Leadsecurityincidentinvestigationsandcoordinateresponses. Monitorsecuritytrendsandemergingthreats. EnsureadherencetotheMSPssecuritystandards,ISOcontrolsandcustomercontractualrequirements. Drivecontinualimprovementinsecuritymonitoring,reportingandoperationalmaturity. Collaboratewithcomplianceandgovernanceteamstosupportauditsandcertifications. Thesuccessfulcandidatewillpossessstrongexperienceinvestigatingandresolvingincidentsacrossnetworks,endpoints,cloudplatformsandidentityserviceswhilstoperatingwithinformalSecurityIncidentandMajorIncidentprocesses. ServiceManagement&ITILGovernance OperateinaccordancewithITILandITSMbestpractice. OwnandimproveL3IncidentManagementprocesses. ShiftleftdrivetoL2,ensuringL2teamshavetheskills,toolsandaccessrequiredtoresolveincidentswithouttheneedforL3orArchitectintervention. ReducerecurringincidentsthroughProblemManagementandtrendanalysis. EnsureSLA,KPIandcontractualcommitmentsareachieved. Driveservicematurityinitiativesandoperationalimprovements. Supportknowledgemanagementandshift-leftstrategies. TheMSPsservicegovernancemodelincludesobjectivesaroundSLAperformance,incidentresolution,customersatisfaction,reducingagedincidentsandeffectiveknowledgemanagement. Reporting&DataAnalytics Produceweeklyandmonthlyoperationalandserviceperformancereports. Analyseinfrastructure,securityandserviceperformancetrendsandprovideinsights. Trackresourceutilisationandteamproductivitymetrics. ReportonSLAperformance,incidenttrends,vulnerabilitiesandremediationprogress. … ProvenexperienceleadingseniortechnicalteamswithinanMSP,ManagedServiceorEnterpriseITenvironment. Demonstrableexperiencemanagingteamperformanceandoperationalpriorities. Strongstakeholdermanagementandcommunicationskills. Technical Minimum7years'experienceininfrastructure,networkingandsecurityenvironments. StrongexperiencesupportingMicrosoftAzureenvironments. Expertknowledgeof: MicrosoftEntraID MicrosoftIntune WindowsDefender Microsoft365 ActiveDirectory WindowsServer Networkingtechnologies Firewalls EndpointSecurity RMMplatforms MDMtechnologies Experiencewithinfrastructuremonitoring,patchmanagementandautomationtooling. Strongunderstandingofcybersecurityprinciplesandoperationalsecuritypractices. ServiceManagement StrongunderstandingofITSM. StrongworkingknowledgeofITILprinciples. Experiencedeliveringcontinualserviceimprovementinitiatives. Reporting&Analytics Advancedreportingandanalyticalcapability. Abilitytotransformoperationaldataintoactionablebusinessinsights. Experiencepresentingtechnicalinformationtoseniorstakeholdersandcustomers. Knowledge,Skills&ExperienceDesirable MicrosoftAzurecertifications. ITILFoundationorhigher. MicrosoftSecuritycertifications. CISSP,CISMorequivalentsecurityqualifications. Experienceinretail,hospitalityormulti-siteITenvironments. ExperiencesupportingregulatedorPCI-compliantenvironments. Experienceimplementingautomationandoperationalefficiencies. BehaviouralCompetencies Leadsbyexample. Demonstratesaccountabilityfortheteamandthemselves ...