Senior Service Delivery Manager

TN United Kingdom; Reading; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Service Delivery Manager to enhance client relationships and oversee service delivery. This role involves managing contractual agreements, ensuring compliance with service level agreements (SLAs), and driving continuous service improvement. The ideal candidate will possess strong communication skills, experience in ITIL aligned services, and the ability to manage multiple priorities effectively. Join a dynamic team where your contributions will directly impact customer satisfaction and operational excellence. If you're passionate about delivering exceptional service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in delivering ITIL aligned services and managing SLAs.
• Strong communication skills with various stakeholders.

Responsibilities

• Develop client relationships and manage contractual agreements.
• Monitor service delivery and ensure compliance with SLAs.
• Contribute to service improvement and business continuity planning.

Skills

ITIL aligned services

Virtualization

Networking

Service Desk communication

Written communication

Organizational skills

Problem management

Client relationship management

Job description

Social network you want to login/join with:

Senior Service Delivery Manager, Reading

Client:

Endava

Location:

Reading, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

02a5498b0205

Job Views:

9

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

What's this role about?

1. Developing client relationships.
2. Contractual Management: actively participates in Client/internal contract negotiations.
3. Production of Service Design requirements.
4. Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.
5. Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services.
6. 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).
7. Process Management: establishment and maintenance of the processes required in the provision of Client Services.
8. 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).
9. Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
10. CSAT: monitors and influences improved customer experience.
11. Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact.
12. Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.
13. Business Continuity Management: works closely with Client around business continuity; participates in the planning and implementation of methods for risk management, impact analysis.
14. Service Improvement Management: ensures Continual Service Improvement (CSI).
15. Participates in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
16. Acts as a bridge between the client and internal operation managers.

What skills and experience do you need?

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