Service Delivery Manager - Applications Management
Service Delivery Manager - Applications Management
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1 Vacancy
Job Description
The Service Delivery Manager (SDM) role provides the operational point of contact for the Client and Delivery Management community into operations for customers who receive service from Endavas Application Management service offer. The SDM is responsible for assuring the introduction delivery and improvement of services to the committed Service Level Agreements (SLAs).
The role holder will need the confidence to operate across all the Delivery Units drawing on technical operational and support resources to deliver tasks within agreed deadlines to resolve client issues and implement processes to help drive the operational and commercial effectiveness of Applications Management services.
- Managing day-to-day delivery of services in order to achieve the agreed contractual objectives
- Acting as single point of contact for client counterparts for end-to-end delivery of projects and services throughout the lifecycle
- Acting as bridge between client dedicated account teams and AM/other shared delivery teams
- Managing client communications for incidents and change
- Owning the transition of projects and services into live service
- Ensuring client specific knowledge and processes are understood and maintained for delivery teams
- Working with internal Service Management team to ensure all Endava processes are implemented to meet client and contractual requirements
- Client and internal reporting
- Managing the Continual Service Improvement program
- Operational budget management
- Assist in preparing commercial proposals (answer RFPs)
- Leading one or more cross-functional teams
Qualifications :
- Experience of working within a busy IT customer services and support operation
- Strong written and verbal communication skills in English
- Experience with Agile methodology/ITIL concepts and practices
- Demonstration of good commercial awareness
- Experience of direct communication and tasks coordination with client management
- A clear understanding of the relationship between IT and the client business
- Previous team leadership experiences
- Awareness of AI and how it can help improve service delivery is a plus
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 value-based recognition awards referral bonus;
- Career Development: Career coaching global career opportunities non-linear 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 pass-it-on sessions workshops conferences;
- Work-Life 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.
At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
