IT Service Delivery Manager

Red King Resourcing; City Of London; On-site; GBP 65,000 - 80,000; Full time

Job summary

Red King Resourcing is seeking an IT Service Delivery Manager for an MSP client in London. The role focuses on developing and maintaining strong, collaborative relationships with enterprise clients, acting as a trusted advisor and primary contact.

You will identify changes to the customer environment and technology trends, articulate business requirements for new or altered services, and mediate conflicting demands across business units.

Responsibilities

• Develop and maintain strong, collaborative relationships with enterprise clients as trusted advisor and primary contact.
• Identify changes to customer environment and technology trends affecting services.
• Articulate business requirements for new or changed services.
• Mediate conflicting service requirements across business units.
• Ensure that SLA (service warranty) and SLR targets are identified, understood and documented.
• Assist with the production and maintenance of the service portfolio, service catalogue and application portfolio.
• Ensure targets within underpinning contracts align with SLA and SLR targets.
• Produce and review service reports; highlight SLA breaches and initiate corrective actions.
• Review SLAs, OLAs and other agreements regularly (ideally annually).
• This is a 5-days-a-week on-site role.

Job description

My well established MSP Client is urgently recruiting for an IT Service Delivery Manager to develop and maintain strong, collaborative relationships with assigned enterprise Clients, acting as a trusted advisor and primary point of contact.

The chosen Candidate will identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided, whilst establishing and articulating business requirements for new services or changes to existing services.

The role will include mediating in cases where there are conflicting requirements for services from different business units, ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.

Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures, ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.

Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence, reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.

PLEASE NOTE THIS IS 5 DAYS A WEEK ON SITE