Senior Service Delivery Manager - ITIL/SIAM & Client Success

Nec Software Solutions; England; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Single Private Medical Cover

25 days paid holiday

4 x basic salary life assurance cover

Group Pension Plan

Flexible benefits package

Competitive salary

Job summary

NECSWS in London is seeking a Service Delivery Manager responsible for service operation and day-to-day management and delivery of contracted services to the client account, acting as the single point of contact for service delivery escalations.

You will oversee ITIL/SIAM transitions, maintain SLAs, manage relationships at senior level, line manage staff, and drive Service Improvement Plans, with DBS clearance and UK public sector experience preferred.

Qualifications

• Proven Client Services Management background.
• ITIL above foundation level (v3 or later preferred).
• Understanding of SIAM.
• Knowledge of the various technologies used to deliver services.
• Excellent communication skills at Customer and Technical levels.
• Experience in working for an outsourcing organisation.
• Ability to listen, influence and make decisions.
• Public sector knowledge specifically around the UK Police Forces.

Responsibilities

• ITIL/SIAM Service set up and transition to service operation.
• Ensure end to end services meet contracted SLAs and quality standards.
• Develop and maintain senior level client relationships to maximise satisfaction.
• Line manage staff covering catalogue orders, asset management, problem and change management.
• Ensure tools and processes support efficient operations across the contract delivery team.
• Produce Service Performance Reports and attend Customer Service Reviews.
• Document, monitor, measure and improve services using Service Improvement Plans.
• Act as escalation point for Service teams and the Customer to ensure correct outcomes.
• Communicate effectively to Customer and internal Service teams.
• Oversee acceptance of new or amended services into production and ongoing management to SLAs.
• Understand business-critical processes and cascade knowledge to Service teams.
• Contribute to Customer Account Plan with service information and contract deliverables.
• Identify new revenue opportunities via Customer relationships and pass to Sales.

Skills

Client Services Management

ITIL v3+ knowledge

SIAM knowledge

Technical delivery knowledge

Communication skills

Outsourcing experience

Decision making

Service Improvement Plans

Public sector knowledge (UK Police)

Job description

NECSWS in London is seeking a Service Delivery Manager responsible for service operation and day-to-day management and delivery of contracted services to the client account, acting as the single point of contact for service delivery escalations.

You will oversee ITIL/SIAM transitions, maintain SLAs, manage relationships at senior level, line manage staff, and drive Service Improvement Plans, with DBS clearance and UK public sector experience preferred.