Senior Service Delivery Manager

Endava; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in IT services is seeking a skilled professional to manage service delivery processes, participate in contract negotiations, and enhance customer experience. This role demands strong communication skills, ITIL knowledge, and the ability to handle multiple priorities effectively. Candidates should possess a solid understanding of service governance and continuity management, contributing significantly to achieving client satisfaction.

Qualifications

• Experience working in delivery of similar ITIL aligned services to SLAs.
• Excellent written and spoken English.
• Demonstrable experience producing service delivery materials.

Responsibilities

• Participates in Client/internal contract negotiations.
• Contributes to estimating costs, timescales, and resource requirements.
• Ensures Service Catalogue is maintained and up to date.

Skills

ITIL aligned service delivery expertise

Well-developed communication skills

Organizational skills

Experience with Virtualization and Networking Technologies

Writing clear reports

Problem Management

Job description

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• Contractual Management: actively participates in Client / internal contract negotiations
• Production of Service Design requirements.
• Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.
• Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services.
• Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services.
• Process Management: establishment and maintenance of the processes required in the provision of Client Services.
• Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets).
• Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
• CSAT: monitors and influences improved customer experience.
• Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact.
• Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.
• Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.
• Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
• Acts as bridge between the client and internal operation managers.

What skills and experience do you need?

• Experience working in delivery of similar ITIL aligned services to SLAs.
• Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
• Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
• Managing multiple work streams, internal resources and dynamic client priorities.
• Excellent written and spoken English.
• Able to write clear and articulate reports.
• Diplomatic and able to remain calm under pressure.