Senior Service Delivery Manager

La Fosse Associates; London; On-site; GBP 150,000 - 200,000; Full time

Job summary

Une entreprise de premier plan, La Fosse Associates, recherche un Sr Service Delivery Manager pour un projet d'implémentation touchant des millions de personnes au Royaume-Uni. Ce rôle, basé à Londres deux jours par semaine, implique la direction stratégique des processus de gestion des services IT, garantissant l'alignement avec les accords de niveaux de service. Le candidat idéal devra posséder une certification ITIL et plus de 10 ans d'expérience dans la gestion des services IT, avec une forte capacité à collaborer avec des fournisseurs externes.

Qualifications

• Certification ITIL avec plus de 10 ans d'expérience en ITSM.
• Préférence pour ceux ayant un poste senior.
• Expérience en SIAM et ServiceNow souhaitée.

Responsibilities

• Agir en tant que principal intermédiaire entre les parties prenantes externes et la livraison des services IT.
• Gérer les attentes commerciales et rapporter les performances des services.
• Collaborer avec les équipes IT et les utilisateurs finaux pour identifier les domaines d'amélioration du service.

Skills

ITIL

Service Delivery Management

SIAM

ServiceNow

Change Management

Incident Management

Problem Management

Education

ITIL Certification

10+ years in ITSM

Job description

Your Role:

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.

• Rate:£550 Inside IR35
• 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.

Sounds like you? Pleaseapplybelow.