service delivery manager

Sodexo; Camden Town; On-site; GBP 100,000 - 125,000; Full time

Job summary

A global service leader is seeking a Service Delivery Manager to enhance IT service management and ensure top-tier service delivery. You will have over 3 years of experience in service management, drive improvements across client services, and manage service relationships. This role offers competitive pay and extensive benefits focused on employee well-being and inclusion.

Benefits

Sodexo retirement plan

Discounts to over 1,900 brands

Gym discount

Confidential employee assistance programme

Qualifications

• Minimum of 3 years' experience in service management.
• Experience with information governance and ISO accreditations.
• Confident communicator managing a range of stakeholders.

Responsibilities

• Manage Service Delivery and Transition to maintain support relationships.
• Build relations with key clients to become their point of contact.
• Drive service review meetings covering performance and service improvements.

Skills

Service delivery management

ITIL understanding

Stakeholder management

Job description

Overview

Join Our Team as a Service Delivery Manager - Drive Impact at Sodexo IS&T. As the Service Delivery Manager, you will encourage and lead a customer-focused work environment ensuring a high level of proactive customer service is always delivered. You will implement best practice service management across all layers of IT Service Management (ITSM), Infrastructure, Applications and Projects. The service delivery manager will ensure that the requirements of the ITSM Policy is adhered to across Sodexo. You will collate, communicate and improve service delivery productivity levels and resolution times by working closely with the IS&T support teams, technical implementors, programme/project management, business relationship managers and compliance and control functions. You will drive improvements, control and create standardisation where required and provide the necessary challenge when you need to. Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your own way.

Responsibilities

• The service delivery manager will be involved in a variety of tasks that requires management of Service Delivery and Transition, and the ongoing maintenance of the support relationships with Customers and Partners.
• To manage the service relationships between key customers, service components and the IT service desk in the supply of managed services and support, ensuring that the contracted services meet or exceed agreed levels to the satisfaction of the customers
• Build relations with keys clients to become their point of contact, technical advisory and to proactively position potential solutions.
• Drive customer and third-party service review meetings covering performance, service improvements, quality and processes
• Create performance reports on a weekly/monthly basis displaying activities, KPI's, SLA's management information, highlights and lowlights
• Create process, procedure, protocol and guidelines for repeatedly successful outcomes
• Complaints and escalations management
• P1/P2 Major Incident management and Bridge co-ordination/facilitation
• Establish engagement and communication channels for key comms and updates

Qualifications

• Strong & proven service delivery manager experience
• Experience of Information governance / ISO accreditations
• Strong understanding of ITIL
• Experience of implementing new IT standards
• Confident communicator who can manage a wide range of stakeholders
• Minimum of 3 years' experience service management.
• Experience of service delivery and transition

Company & Diversity

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services. We\'re all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We\'re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we\'re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

Benefits & Salary

Competitive Salary. Working with Sodexo is more than a job; it\'s a chance to be part of something greater. You\'ll belong in a company and team that values you for you; you\'ll act with purpose and have an impact through your everyday actions; and you\'ll be able to thrive in your own way. In addition, we offer 20+ Sodexo benefits such as Sodexo retirement plan, discounts to over 1,900 brands to shop online, Gym discount to maintain a healthy lifestyle, a confidential 24/7 employee assistance programme providing independent support to overcome whenever life has its obstacles including emotional support, legal and financial advice. For further details regarding our Sodexo benefits please see attached. Salary: Competitive salary.