IT Service Delivery Manager Permanent

An exciting new role has come to market to join one of the UK’s leading Managed Service Providers as an IT Service Delivery Manager based in Poole.

Role: IT Service Delivery Manager

Salary: £25,000 – £35,000 dependent on experience

Location: Poole

Type: Permanent, full-time 

As an IT Service Delivery Manager, you will act as the gatekeeper for all Service and Project transition activity, ensuring programmes and projects are implemented into the POD effectively and are fully compliant with agreed Service Acceptance criteria. An IT Service Delivery Manager you will play a key role in driving service excellence, with responsibility for developing both strategic and operational relationships with our client’s customers.

Key Responsibilities:

• Effectively initiate new customers into the POD by managing the programme of service initiation tasks and ensuring a smooth and professional transition.
• Manage projects to Service Desk handovers
• Identify, review and manage the implementation of service recommendations
• Drive awareness of Service Acceptance and collaborative working on Service Transition activities across Service Operations
• Develop Service Improvement Plans and effectively deploy them to ensure that service levels are enhanced and the customer remains confident in our client’s ability to deliver on customer commitments
• Provide regular reporting and briefings on the status of service transition activities, service acceptance risks, and service improvement initiatives
• Addresses poorly-trending service and customer experience KPIs
• Proactively track service levels and manage the required service improvement actions
• Provide support to the Operations Management in resolution planning
• Participate in regular reviews with customers, driving continuous improvement in both service transition planning and transition project management
• Proactive and professional management of customer change programmes
• Drive and engage in continual change and process improvement necessary to improve and maximise the effectiveness of the Service Desk
• Maintain schedules of proactive maintenance tasks for each customer within the POD
• Manage delivery of proactive maintenance campaigns
• Manage change control of customer documentation
• Drive efficiency through proactive monitoring and management of operational compliance
• Provide input into the development and continual improvement of processes that drive operational efficiencies
• Ensure adherence to the current service operations processes and work procedures
• Ensure the overall performance of the POD is in line with SLA requirements
• Effective management of major customer service issues
• Responsible for writing customer (P1) reports for critical incidents
• Maintain regular communication with customers during P1 critical incidents and ensures appropriate levels of customer satisfaction throughout
• Manage customer complaint improvement activities and maintains customers at risk profile

Key Skills and Experience:

• The ideal candidate will have a proven track record of successful Service Management across challenging and complex Technology landscapes.
• Possess significant and demonstrable knowledge of managed IT services
• In-depth understanding of the desktop environment and supporting infrastructures
• Demonstrable track record of building strategic and operational relationships with customers and of leading Change Programmes to enable continual service improvement
• In-depth understanding of IT Service Management principles
• Ability to work to SLA requirements
• ITIL Management qualified
• Ability to inspire, influence and motivate individuals
• Ability to identify with the customer at all levels and develop empathy
• Understands the customers’ businesses and the criticality of our client’s services to their business
• Ability to develop both strategic and operational relationships with the customer building upon a basis of personal credibility and trust
• Able to consistently deliver value add stakeholder engagement across Operations and the wider business
• Able to identify opportunities with the customer for upselling and cross-selling of services
• Work closely with the Account Manager to ensure service history and improvement plans are fully understood
• Structured and well organised – able to prioritise and plan resources in order to ensure that SLAs are met and priority issues are managed effectively.
• Experience in developing and measuring operational processes in order to drive operational efficiency and increased customer satisfaction
• Able to assimilate service performance data and determine trends in order to prioritise issues and develop improvement plans 
• Demonstrate a passion for the customer and for delivering service excellence
• Results-oriented setting high standards for self and others
• Proactively look for opportunities to make improvements to enhance personal and team operational effectiveness
• Take real ownership for resolving customer issues and driving performance improvement across the POD

If this sounds like the role for you, then please send your CV to jobs@360recruitment.net