Service Delivery Manager

Tektora; Farnborough; On-site; GBP 70,000 - 90,000; Full time

Job summary

Tektora in Hampshire is seeking a DV-cleared Service Delivery Manager to lead service operations on site. You will own incident and problem management, coordinate customer escalations, and produce regular service reports for stakeholders.

The role requires strong networking fundamentals, experience with routing, switching, firewalls, and familiarity with Cisco data centre technologies. UK National with active DV clearance is essential; position is permanent and on-site five days a week.

Qualifications

• Solid networking foundation including routing, switching and firewalls.
• Familiarity with Cisco routing, switching, security and data centre lines.
• Experience in Service Management/Service Operations and incident/problem management.
• Ability to create/present service reports to stakeholders across levels.

Responsibilities

• Manage customer incidents and problems through to resolution.
• Lead customer escalations and drive incident/problem management processes.
• Apply Service Operational processes at Incident and Problem levels.
• Create and present regular service reports to stakeholders.

Skills

Networking fundamentals

Routing & Switching

Firewalls

Cisco portfolio

Service Operations

Incident & Problem Management

Report presentation

Stakeholder communication

On-site work

Job description

Service Delivery Manager

Location: Hampshire - on site 5 days per week

Working Pattern: Fully on site, no remote or hybrid

Type: Permanent

Clearance: UK National with active DV Clearance - this is a mandatory requirement

Tektora are supporting an established client who are looking to speak with DV Cleared Service Operations Managers for a permanent opportunity supporting secure customer environments in Hampshire.

Please note: active DV Clearance is essential for this role. Applications cannot be considered without it.

This role would suit someone with a solid networking grounding and Service Operations experience who is confident leading customer incidents and problems through to resolution - either an experienced technical engineer ready to step into Service Operations Management, or someone already operating at that level.

The Role

You will be involved in:

• Managing customer incidents and problems through to resolution
• Taking the lead on customer escalations
• Applying Service Operational processes and procedures at Incident and Problem Management level
• Creating and presenting regular service reports to internal and external stakeholders
• Translating technical information into non-technical language for senior managers
• Managing multiple customer accounts simultaneously
• Proactively managing your own time and workload across competing priorities
• Working across Cisco routing, switching, security and data centre technologies

Key Experience Required

• UK National with active DV Clearance - essential, non-negotiable
• Solid understanding of networking fundamentals including routing, switching and firewalls
• Familiarity with the Cisco product portfolio, particularly routing, switching, security and data centre (compute and network) product lines
• Previous experience within a Service Management and/or Service Operations based role
• Good comprehension of Service Operational processes and procedures at Incident and Problem Management level
• A clear communicator, confident taking the lead on customer incidents and problems
• Able to create and present service reports to stakeholders of varying technical levels
• Comfortable managing customer escalations
• Able to work on site in Hampshire five days per week

Desirable Experience

• CCNA certification
• Exposure to the ITIL Framework and/or ITIL Foundation certification
• Experience stepping up from a technical engineering role into Service Operations Management

Interested?

Tektora are looking to speak with DV Cleared Service Delivery Manager who are open to permanent opportunities and comfortable working on site in Hampshire.