Service Delivery Manager

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

Job summary

An established industry player is seeking a passionate Service Delivery Manager to enhance their Managed Service team. This role involves leading client engagements, managing service delivery, and ensuring adherence to ITIL processes. The ideal candidate will have extensive experience in Service Desk Management, a strong understanding of cloud environments, and a commitment to continuous improvement. Join a dynamic team that values innovation and client-centric approaches while enjoying a flexible work environment with numerous perks and opportunities for professional growth.

Benefits

Flexible benefits allowance

Health and wellbeing plan

Life Assurance (4x annual salary)

25 days annual leave plus bank holidays

Hybrid working

Retail discounts

Referral scheme

Holiday buy/sell options

Electric vehicle scheme

Training and certification opportunities

Qualifications

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

Responsibilities

• Lead managed service engagements for clients, ensuring strong relationships.
• Manage day-to-day operations using ITIL processes, both on-site and remote.

Skills

Service Desk Management

ITIL Processes

Cloud Environments (AWS, Azure)

Agile Practices

Communication Skills

Service Design

Continuous Improvement

Education

ITIL Certifications

ISO9001/ISO27001 Knowledge

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 Fulfillment, 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 our documented Service Levels.
5. Attain 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 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 and improve processes and procedures for efficiency and appropriateness.
10. Operate in Agile 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. Supporting cloud environments experience.
3. Experience in Service Design and Service Transition.
4. ITIL certifications and 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 implementing business processes with continuous improvement.
9. Understanding of software development methodologies, project management, and Agile practices.
10. A pragmatic, flexible 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, with enthusiasm to learn.
13. Flexible 'can-do' attitude.
14. Strong communication and presentation skills.

Some of the Perks

• Flexible benefits allowance – choose how to spend it (additional pension, healthcare, dental, etc.).
• Industry-leading health and wellbeing plan including 24/7 GP, mental health support, and more.
• Life Assurance (4x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working – split time between office, client site, and WFH.
• Discounts from 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 participate in initiatives supporting diversity in tech.
• Part of a supportive squad across the business.
• Active social calendar with events and outings.