Service Delivery Manager

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

Job description

Social network you want to login/join with:

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 offices and at client sites as required.
4. Ensure client-reported issues are logged, 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 necessary support.
6. Know when to escalate issues requiring additional attention.
7. Lead the creation of ITIL-aligned processes and procedures and transition them into Live Operation.
8. Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support for platforms and applications.
9. Continuously assess and improve processes and procedures to ensure efficiency and effectiveness.
10. Operate in Agile working environments, supporting various Agile practices.
11. Support cloud environments in AWS and Azure.

About You

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

1. Experience managing 2nd and 3rd line support services.
2. Supporting cloud environments.
3. Experience in Service Design and Service Transition.
4. ITIL certifications with strong knowledge across all ITIL processes (e.g., Incident, Problem, Change, Capacity).
5. Experience with multiple implementations.
6. Understanding of managing commercial contracts.
7. ISO9001/ISO27001 knowledge and experience.
8. Experience mapping, documenting, and improving business processes.
9. Understanding of software development methodologies, project management, and Agile practices.
10. A pragmatic approach to customer needs while maintaining solid service management.
11. Technical knowledge of IT infrastructure and software.
12. Passion for Service Management and continual improvement.
13. Flexible ‘can do’ attitude.
14. Strong communication and presentation skills.

Some of the Perks

• Flexible benefits allowance – choose how to spend it (e.g., pension, healthcare, dental).
• 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 model with flexibility to split time between office, client site, and WFH.
• Discounts from various retail, lifestyle, and utility brands.
• Referral scheme with unlimited referrals.
• 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.
• Supportive team environment with regular social events.