Junior Service Delivery Manager Delivery · London

OpticoreIT Limited; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading IT Service Consultancy is seeking a Junior Service Delivery Manager to ensure high-quality service delivery and client satisfaction. This hybrid role involves collaboration with the Network Operations Centre and requires IT Support experience in an ITIL environment. The company offers a competitive salary, benefits, and a commitment to diversity.

Benefits

Competitive salary and discretionary bonus

23 days holiday plus bank holidays

Private healthcare and dental insurance

Pension scheme

EV car scheme

Workplace nursery

Cycle-to-work salary sacrifice schemes

Team and company social events

EMI share scheme

Qualifications

• 12 months of IT Support experience in an ITIL environment.
• Understanding of ITIL processes including Incident, Problem, and Change Management.
• Experience dealing with suppliers and vendors.

Responsibilities

• Produce monthly/quarterly service reports for clients.
• Liaise with NOC Team Leader to ensure accurate service delivery.
• Manage the Risk Register following MoR principles.

Skills

Customer service

Communication

Attention to detail

ITIL processes

Education

Graduate calibre

Job description

Opticore IT is a rapidly expanding specialist IT Service Consultancy offering a wide variety of opportunities to work within challenging and exciting environments across our client base spanning multiple verticals including Finance, Media, Telecommunications, and more.

We're searching for a Junior Service Delivery Manager to join our Delivery Practice. This opportunity involves working with our Network Operations Centre (NOC) to ensure the Managed Services we provide to our clients deliver value, are fit for purpose, and exceed customer expectations.

This is a hybrid position, but you will be required to attend our HQ in Central London two days a week.

What you’ll be doing:

1. Produce (within corporate identity) monthly/quarterly service reports for each client you are responsible for.
2. Liaise with NOC Team Leader to ensure the service delivered is accurately measured.
3. Schedule monthly/quarterly service reviews to ensure maximum participation from the client.
4. Participate in service reviews with clients and track actions accurately.
5. Ensure all actions from service reviews are completed promptly.
6. Track client escalations for service issues requiring Opticore management involvement.
7. Lead in the Continual Service Improvement (CSI) process onsite and establish a CSI register.
8. Manage the Risk Register following MoR principles.
9. Participate in NOC team meetings and support the Team Leader to ensure full service delivery.
10. Develop close working relationships with internal Account Management and Operations teams.

What you’ll bring:

1. At least 12 months of IT Support experience within an ITIL environment (e.g., Service Desk, Desktop Support).
2. Graduate calibre with understanding of ITIL processes (including Incident, Problem, and Change Management).
3. Ability to quickly establish credibility and rapport with teams and clients.
4. Excellent customer service and communication skills (both written and oral).
5. Attention to detail and ability to work well under pressure.
6. Experience dealing with suppliers and vendors.

What we offer:

1. Competitive salary and discretionary bonus.
2. 23 days holiday plus bank holidays.
3. Private healthcare and dental insurance.
4. Pension scheme.
5. EV car scheme, workplace nursery, tech, and cycle-to-work salary sacrifice schemes.
6. Team and company social events.
7. EMI share scheme.

Diversity:

At Opticore IT, we embrace diversity and are committed to equal opportunities. We actively recruit for an inclusive and diverse workforce and want to support your application in any way we can. Please inform our recruitment team if you require any adjustments to the application or interview process.