Service Delivery Manager

An exciting opportunity for an experienced IT Service Management professional to support the day-to-day operation and continual improvement of corporate IT services. Working closely with managed service providers and third-party suppliers, you will drive service performance, oversee incident and problem management activities, deliver meaningful reporting and analysis, and help ensure exceptional service delivery across the organisation.

Client Details

Working for a major infrastructure organisation in central London

Description

• Act as the operational interface between the organisation and managed service providers and third-party IT suppliers.
• Monitor, manage and coordinate the end-to-end resolution of incidents and problems, ensuring service levels are achieved.
• Support regular supplier service reviews and track progress against service improvement plans.
• Produce accurate service reporting and performance analysis using KPIs, customer feedback and operational metrics.
• Provide regular incident, problem and change management reporting to senior stakeholders.
• Analyse service trends, root causes and user feedback to identify opportunities for continual improvement.
• Support projects, service transitions and small change initiatives into business-as-usual operations.
• Participate in Change Advisory Board (CAB) activities, assessing risks and minimising service disruption.
• Represent the organisation in problem management reviews to ensure effective issue resolution.
• Maintain and develop the IT Service Catalogue and associated service request processes.
• Own and manage joiner, mover and leaver processes, ensuring requests are completed accurately and efficiently.
• Review non-standard service requests, assessing business needs, costs and solution options.

Profile

A successful Service Delivery Manager should have:

• Proven experience working with managed service providers and third-party IT suppliers.
• Strong understanding of ITIL service management processes.
• Experience across Service Desk, Incident, Problem, Change and Release Management.
• Strong knowledge of service management platforms such as ServiceNow, Remedy or similar tools.
• Experience producing and analysing service reports, KPIs and operational performance metrics.
• Advanced Excel reporting and analysis skills.
• Strong stakeholder management and communication abilities.
• Experience managing supplier performance, quality and service improvement initiatives.
• Commercial awareness with the ability to drive value from supplier relationships.
• Good understanding of infrastructure, Microsoft 365 and Windows desktop technologies.
• Strong documentation, analytical and problem-solving skills.
• Ability to work independently with minimal supervision.
• Degree-level education or equivalent experience.
• ITIL Foundation certification (or higher).
• Minimum of 5 years' experience within IT and business environments.

Job Offer

• A fixed-term contract role with a salary of £70,000, dependent on the level of experience.
• Additional benefits provided by the organisation.

If you have strong IT service management experience and a passion for driving service excellence, apply today to be considered for this exciting opportunity.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.