Service Delivery Manager

TN United Kingdom; Bristol; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Manager, where you will lead managed service engagements and foster strong client relationships. This role involves managing day-to-day operations, ensuring ITIL processes are followed, and providing exceptional support in cloud environments. Be part of a dynamic team that values continuous improvement and embraces Agile practices. Enjoy a flexible working environment with a focus on your wellbeing and professional growth. This is an exciting opportunity to make a significant impact while working with innovative technologies and processes.

Benefits

Flexible benefits allowance

Health and wellbeing plan

Life Assurance

25 days annual leave

Hybrid working

Retail discounts

Referral scheme

Flexible holiday options

Electric vehicle scheme

Training opportunities

Qualifications

• Extensive experience in Service Desk Management within Application Support.
• Demonstrable experience managing 2nd and 3rd line support services.

Responsibilities

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

Skills

ITIL Knowledge

Service Desk Management

Cloud Environments Support

2nd and 3rd Line Support

Agile Practices

Communication Skills

Continuous Improvement

Education

ITIL Certifications

ISO9001/ISO27001 Knowledge

Tools

Service Management Toolset

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 people, with a passion for continual improvement to join our expanding Service Management Capability and Managed Service team to support our continued growth. We are currently looking for a Service Delivery Manager to join us.

Our Service Delivery Managers will:

1. Lead one or more managed service engagements for BJSS clients.
2. Build strong client relationships which foster a partnering approach to Service Delivery.
3. Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes, e.g., Incident, Request Fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at client sites, as required.
4. Ensure client-reported issues are logged and maintained in the service management toolset, and resolved in line with documented Service Levels.
5. Attain the required knowledge of the client, platform, and application to provide the support required.
6. Know when to escalate issues that require additional attention.
7. Lead the creation of ITIL-aligned processes and procedures and transition these into live operations.
8. Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients for their platforms and applications.
9. Continuously assess the suitability of processes and procedures, recommending and implementing changes as appropriate to ensure efficiency and effectiveness.
10. Operate in Agile working environments with varying Agile practices.
11. Support cloud environments in AWS and Azure.

About You

Alongside extensive Service Desk Management experience within an Application Support environment and experience managing hosting suppliers, we also look for:

1. Demonstrable experience managing 2nd and 3rd line support services.
2. Experience supporting cloud environments.
3. Experience in Service Design and Service Transition.
4. ITIL certifications with strong ITIL knowledge, and specific experience across all ITIL processes (e.g., Incident, Problem, Change, Capacity reporting).
5. Experience with multiple implementations.
6. Solid experience and understanding of managing commercial contracts.
7. ISO9001/ISO27001 knowledge and experience.
8. Experience mapping, documenting, and implementing business processes with continuous improvement.
9. Understanding of software development methodologies, Project Management techniques, and Agile practices.
10. A pragmatic approach to responding flexibly to customer needs while maintaining a solid service management structure.
11. Technical knowledge and experience with IT infrastructure and software.
12. A passion for Service Management, continuous improvement, and enthusiasm to learn.
13. A flexible ‘can do’ attitude.
14. Strong communication and presentation skills.

Some of the Perks

• Flexible benefits allowance – choose how to spend (additional pension contributions, healthcare, dental, etc.)
• Industry-leading health and wellbeing plan, including 24/7 GP services, mental health support, and more.
• Life Assurance (4x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working: flexibility to split time between office, client site, and WFH.
• Discounts from various retail, lifestyle, and utility brands.
• Referral scheme with no limits on referrals.
• Flexible holiday buy/sell options.
• Electric vehicle scheme.
• Training and certification opportunities, including unlimited access to O’Reilly.
• Opportunities to get involved in diversity initiatives and community partnerships.
• Join a vibrant community with social events and team activities.