IT Service Delivery Manager - Flexible Hours & Benefits

Zenzero Solutions; Coventry; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance + birthday

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero Solutions in Coventry is seeking a Service Delivery Manager to oversee day-to-day operations of our customers' IT services. You will ensure SLAs are met, drive continual service improvement, and standardise best practices across our client base.

Working with the Account Manager and Service Desk leads, you will analyse service reports, manage ITIL processes, and coordinate transitions into live support.

Qualifications

• Relevant bachelor’s degree or 5+ years managing large IT maintenance projects.
• Significant ITIL experience; ITIL v4 Foundation or higher is beneficial.
• Project management background; Prince2 or Agile Foundation is advantageous.
• Experience in c-suite level stakeholder management and cross-functional collaboration.

Responsibilities

• Manage SLA tracking and service obligations for customers.
• Collaborate with Service Desk and delivery teams to ensure positive outcomes.
• Provide detailed analysis from service reporting to identify ticket patterns.
• Oversee and execute ITIL processes: Major Incident, Problem, Change.
• Lead IT service reviews with customers and internal stakeholders.
• Continually review services to meet customer needs and Zenzero best practices.
• Coordinate transition into service and service acceptance with project teams.
• Escalate incidents and drive timely resolutions; communicate future projects.

Skills

ITIL

Stakeholder management

Analytical thinking

Communication

Project coordination

Education

Bachelor's degree

Tools

Microsoft 365

Job description

Zenzero Solutions in Coventry is seeking a Service Delivery Manager to oversee day-to-day operations of our customers' IT services. You will ensure SLAs are met, drive continual service improvement, and standardise best practices across our client base.

Working with the Account Manager and Service Desk leads, you will analyse service reports, manage ITIL processes, and coordinate transitions into live support.