Senior Service Delivery Manager

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance service delivery and client satisfaction. In this role, you will engage in contractual management, service design, and resource estimation, ensuring that services align with client expectations. You will play a crucial role in monitoring service performance, managing client relationships, and contributing to continuous improvement initiatives. If you possess strong communication skills and a knack for problem-solving, this opportunity offers a dynamic environment where you can make a significant impact.

Qualifications

• Experience in managing ITIL-aligned services and SLAs.
• Strong communication and organizational skills are essential.

Responsibilities

• Participate in client/internal contract negotiations.
• Monitor and improve customer satisfaction and service delivery.

Skills

ITIL-aligned services delivery

Virtualization technologies

Networking technologies

Hosting technologies

Strong communication skills

Organizational skills

Project management

English communication

Report writing

Diplomatic skills

Job description

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Responsibilities

1. Contractual Management: Actively participate in client/internal contract negotiations.
2. Service Design: Produce service design requirements.
3. Cost and Resource Estimation: Contribute to estimating costs, timescales, and resources for service delivery.
4. Service Catalogue Management: Ensure the Service Catalogue is established, agreed upon with the client, and updated.
5. Service Governance: Evaluate service status, including SLA management and other metrics.
6. Process Management: Establish and maintain processes for client services.
7. Monitoring and Reporting: Monitor, measure, and report on contractual activities and service management processes.
8. Commercial Management: Assist in planning and managing financial budgets to optimize profitability.
9. Customer Satisfaction (CSAT): Monitor and improve customer experience.
10. Problem Management: Address problems timely with minimal impact.
11. Service Transition Management: Ensure smooth transition of new or changed services.
12. Business Continuity: Collaborate on risk management, impact analysis, and contingency planning.
13. Client-Internal Coordination: Act as a bridge between the client and internal operations.

Skills and Experience Needed

• Experience delivering ITIL-aligned services to SLAs.
• Knowledge of virtualization, networking, and hosting technologies.
• Strong communication skills across technical and managerial levels.
• Organized with experience producing service reports and improvement plans.
• Ability to manage multiple projects and priorities.
• Excellent English communication skills, both written and spoken.
• Ability to produce clear reports.
• Diplomatic, calm under pressure.