Senior Service Delivery Manager

La Fosse Associates; London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading recruitment firm is seeking an experienced Sr Service Delivery Manager for an implementation project impacting millions across the UK. This critical role involves managing service delivery processes and suppliers under a SIAM model. Ideal candidates should have ITIL certification and over 10 years in ITSM, with a strong focus on service delivery and collaboration with third-party providers. This role is based in Central London, requiring two days a week in the office.

Qualifications

• ITIL certification with 10+ years in IT Service Management.
• Strong preference for individuals operating in a Senior capacity.
• Proven background in IT Service Management with a strong focus on service delivery.

Responsibilities

• Act as primary liaison between stakeholders and IT Service Delivery.
• Manage business expectations and report on service performance.
• Lead initiatives supporting the IT Service Delivery roadmap.
• Collaborate with IT teams for service improvement.
• Support organizational change management and user adoption.

Skills

ITIL certification

10+ years in ITSM

SIAM experience

ServiceNow experience

Collaboration with third parties

Job description

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An experienced Sr Service Delivery Manager joining an implementation project affecting millions of people across the UK. This role is critical in acting as the SME in Service Delivery, from the imbedding processes to continual service improvement, and managing suppliers in a SIAM model.

• Duration:6 months (likely extension)
• Location:2 days per week in Central London.

You will focus on the strategic direction, governance, and implementation of IT Service Management (ITSM) processes, with a focus on ITIL Problem, Incident, Change and Service Request Processes.

Your Responsibilities:

• Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
• Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
• Lead initiatives supporting the IT Service Delivery roadmap and global standardisation goals.
• Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
• Serve as a change advocate, supporting organizational change management and user adoption efforts.

You ideally possess:

• ITIL certification with 10+ years in ITSM.
• Strong preference for individuals who have operated in a Senior capacity.
• SIAM and ServiceNow experience.
• Proven background in IT Service Management with a strong focus on service delivery.
• Experience collaborating with third parties and managing outsourced service providers.