Service Delivery Manager

Elevation Recruitment Group; Aberdeen City; On-site; GBP 50,000 - 55,000; Full time

Job summary

A leading recruitment agency is seeking a Service Delivery Manager in Aberdeen to lead and develop a team of engineers delivering 24/7 support. The ideal candidate will have strong IT service management knowledge and proven experience in similar roles. This opportunity involves fostering a culture of excellence and continuous improvement while ensuring service delivery meets performance standards. The salary ranges from £50,000 to £55,000.

Qualifications

• Proven leadership and mentoring experience in a service delivery environment.
• Strong analytical skills for performance measurement and reporting.
• Ability to develop and implement customer support policies.

Responsibilities

• Lead, mentor, and develop the service delivery team.
• Develop and maintain customer support policies and procedures.
• Ensure 24/7 support and meet service delivery performance measurements.
• Manage call handling and ticketing processes.
• Collaborate with Senior Leadership and Project Managers to meet strategic objectives.

Skills

Proven experience as a Service Delivery Manager or in a similar role

Strong understanding of IT service management frameworks

Experience and good knowledge of Aveva PI

Previous experience as a Snr Support Engineer, Programme Manager or Service Delivery Manager

Previous experience working within Systems Integration

Job description

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Service Delivery Manager
Aberdeen
£50,000 - £55,000

Elevation Recruitment Group are supporting a key client of ours looking to hire a Service Delivery Manager, based in Aberdeen.

This is an exciting opportunity to lead and develop a team of engineers ensuring 1st class support to their customers 24/7.

Key Responsibilities:

• Lead, mentor, and develop the service delivery team, fostering a culture of excellence and continuous improvement
• Develop and maintain customer support policies and procedures
• Ensure that the necessary cover and working arrangements are available to customer requirements for 24/7 support and ensure that service delivery performance measurements such as SLAs and KPIs are met.
• Report on service level performance and identify areas for improvement
• Manage and maintain the call handling and ticketing processes
• Work closely with the Senior Leadership team and Project Managersensuring that the strategic objectives of Operations are met
• Continuously improve project delivery processes to increase efficiency and customer satisfaction, identifying opportunities for additional work, variations, and ways to improve on delivery margins

Key Skills:

• Proven experience as a Service Delivery Manager or in a similar role
• Strong understanding of IT service management frameworks
• Experience and good knowledge of Aveva PI
• Previous experience as a Snr Support Engineer, Programme Manager or Service Delivery Manager
• Previous experience working within Systems Integration