Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a products value and manage the relationship between the client and our operational services teams. They are responsible for organization and governance service design operational excellence customer experience and continuous service improvement.
As a Senior Service Delivery Manager you will oversee the delivery of IT services to clients ensuring that service levels are met and customer satisfaction is achieved. You will coordinate between technical teams and clients manage service performance and implement continuous improvement strategies to enhance service quality and efficiency.
Responsibilities:
- Developing client relationships
- Contractual Management: actively participates in Client / internal contract negotiations
- Production of Service Design requirements
- Contributes to efficiently estimating costs timescales and resource requirements for the successful delivery of service commitments
- Service Catalogue Management: ensures that the Service Catalogue is established agreed with the Client and updated with contracted services
- Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or noncontractual metrics used in the delivery of Client Services
- Process Management: establishment and maintenance of the processes required in the provision of Client Services
- Monitors measures and reports on regular activities which are subject to contractual agreement or service management processes (SLAs OLAs or any other contractual targets)
- Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability
- CSAT: monitors and influences improved customer experience
- Problem Management: contributes to problems being addressed in a timely manner and with minimum impact
- Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes
- Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management impact analysis
- Service Improvement Management: ensures Continual Service Improvement (CSI)
- Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- Acts as bridge between the client and internal operation managers.
Qualifications :
- 8 years of experience
- Experience working in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization networking shared and dedicated hosting.
- Welldeveloped communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
- Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Managing multiple work streams internal resources and dynamic client priorities.
- Excellent written and spoken English.
- Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
Additional Information :
Discover some of the global benefits that empower our people to become the best version of themselves:
- Finance: Competitive salary package share plan company performance bonuses valuebased recognition awards referral bonus;
- Career Development: Career coaching global career opportunities nonlinear career paths internal development programmes for management and technical leadership;
- Learning Opportunities: Complex projects rotations internal tech communities training certifications coaching online learning platforms subscriptions passiton sessions workshops conferences;
- WorkLife Balance: Hybrid work and flexible working hours employee assistance programme;
- Health: Global internal wellbeing programme access to wellbeing apps;
- Community: Global internal tech communities hobby clubs and interest groups inclusion and diversity programmes events and celebrations.
Our diversity makes us stronger it drives meaningful change and enables us to build innovative technology solutions. We are committed to creating an inclusive community where all of us regardless of background identity or personal characteristics feels valued respected and free from discrimination. As an equal opportunity employer we welcome applications from all individuals and base hiring decisions on merit skills qualifications and potential.
Remote Work :
No
Employment Type :
Fulltime