Service Delivery Manager

TN United Kingdom; Aberdeen City; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Manager, where you will lead managed service engagements and enhance client relationships. This role emphasizes the importance of ITIL processes, ensuring efficient service delivery while supporting cloud environments in AWS and Azure. You will have the opportunity to innovate and improve processes, fostering a culture of continuous improvement. With a strong focus on client satisfaction and operational excellence, this position offers a dynamic and supportive environment for professional growth and development.

Benefits

Flexible benefits allowance for healthcare, pension, dental, and more

Industry-leading health and wellbeing plans

Life Assurance (4x annual salary)

25 days annual leave plus bank holidays

Hybrid working model

Discounts on retail, lifestyle, and utility brands

Referral scheme with unlimited referrals

Holiday buy/sell options

Electric vehicle scheme

Training and certification opportunities

Qualifications

• Extensive experience in Service Desk Management and Application Support.
• Strong knowledge of ITIL processes and cloud environments.

Responsibilities

• Lead managed service engagements and build strong client relationships.
• Manage day-to-day operations using ITIL processes.

Skills

Service Desk Management

ITIL Processes

Cloud Environments

Agile Methodologies

Communication Skills

Process Improvement

Education

ITIL Certification

ISO9001/ISO27001 Knowledge

Tools

AWS

Azure

Job description

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Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We're dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative individuals with a passion for continual improvement to join our expanding Service Management Capability and Managed Service team to support our growth. We are currently looking for a Service Delivery Manager to join us.

Responsibilities of Our Service Delivery Managers:

1. Lead one or more managed service engagements for BJSS clients.
2. Build strong client relationships, fostering a partnering approach to Service Delivery.
3. Manage the day-to-day operation and support of clients using ITIL processes, including Incident, Request Fulfillment, Problem, Access Management, Event, Change Management, and Release Management, from our offices and at client sites as required.
4. Ensure client-reported issues are logged, maintained, and resolved in line with Service Levels.
5. Gain comprehensive knowledge of the client, platform, and applications to provide effective support.
6. Know when to escalate issues needing additional attention.
7. Lead the creation and transition of ITIL-aligned processes and procedures into live operations.
8. Collaborate with technical support teams, providing 2nd and 3rd line support for platforms and applications.
9. Assess and improve processes and procedures for efficiency and effectiveness.
10. Operate in Agile environments, supporting cloud environments in AWS and Azure.

About You:

We seek candidates with extensive Service Desk Management experience within Application Support and managing hosting suppliers, along with:

• Experience managing 2nd and 3rd line support services.
• Support experience in cloud environments.
• Experience in Service Design and Service Transition.
• ITIL certifications and strong knowledge across all ITIL processes.
• Experience with multiple implementations.
• Understanding of managing commercial contracts.
• ISO9001/ISO27001 knowledge and experience.
• Ability to map, document, and improve business processes.
• Understanding of software development methodologies, project management, and Agile practices.
• Flexible, pragmatic approach to customer needs while maintaining robust service management.
• Technical knowledge of IT infrastructure and software.
• Passion for Service Management, continuous improvement, and learning.
• Strong communication and presentation skills.

Some of the Perks:

• Flexible benefits allowance for healthcare, pension, dental, and more.
• Industry-leading health and wellbeing plans, including 24/7 GP services and mental health support.
• Life Assurance (4x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working model with flexibility to split time between office, client site, and WFH.
• Discounts on retail, lifestyle, and utility brands.
• Referral scheme with unlimited referrals.
• Holiday buy/sell options.
• Electric vehicle scheme.
• Training and certification opportunities, including access to O’Reilly.
• Opportunities to participate in initiatives supporting diversity in tech.
• Supportive team environment and social activities.