Service Delivery Manager

Service Delivery Manager

Remote - with some travel to West Midlands

Permanent - Paying up to £65,000 DOE

To start ASAP

Concept IT are looking for a dedicated Service Delivery Manager to join our Global client's team as they elevate their Service Delivery standards. Reporting to the Client Service Delivery Manager, you will play a pivotal role in ensuring the seamless operation and continuous improvement of their IT services across their outsourced partners and internal teams.

As the Service Delivery Manager, you understand and meet customer needs by actively listening, seeking feedback, and resolving issues within your expertise, while balancing customer requirements with safety, operational, and commercial constraints. You will play a crucial role in fostering a positive team culture by setting an example, leveraging team diversity, and addressing cross-functional conflicts.

As the Service Delivery Manager you will:

• Collaborate closely with our SIAM/ITSM lead and other delivery partners to support the daily operational delivery of IT services.
• Act as the primary liaison between technical and non-technical teams, ensuring clear communication of technical concepts.
• Uphold live IT services through rigorous processes, providing accurate and consistent information.
• Ensure alignment of SLAs and KPIs across all IT teams and delivery partners.
• Lead Incident, Change, and Problem Management activities to maintain service excellence.
• Assist Product Owners in developing and maintaining the service catalogue and associated workflows.

Additional Responsibilities:

• Represent our client in operational meetings and critical Incident calls, overseeing communication and coordination.
• Drive Continuous Service Improvement initiatives and enhance our knowledge 'estate'.
• Maintain service catalogue consistency and improve colleague experience.
• Conduct ad-hoc service reporting and data analysis to support operational needs.
• Monitor and analyze SLA and KPI performance trends, focusing on Incident and Service Request processes.
• Support investigation and follow-up on colleague satisfaction feedback.
• Proactively escalate and coordinate business needs as required.

Qualifications and Skills:

• Proven experience in a multi-vendor operational service environment.
• Strong problem-solving skills with a systematic, analytical approach.
• Familiarity with ITIL and/or CMMI methodologies.
• Experience in Incident, Change, and Problem Management activities.
• ITIL Foundation certification and experience in relevant functional disciplines.
• Understanding of project management methodologies such as Prince2, Agile, Scrum, Kanban.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Commercial awareness and ability to balance business needs with operational constraints.
• Team player who fosters a positive and inclusive working environment.

This role offers an exciting opportunity to make a significant impact on Service Delivery standards and drive innovation within the technology function. If you are looking to join a dynamic team where your contributions are valued and where there are opportunities for growth and development, we encourage you to apply.

To apply, please submit your resume and cover letter outlining your relevant experience and how you can contribute to our team's success. We look forward to hearing from you!

Our client is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all backgrounds to apply.