Service Delivery Manager

Sodexo; Manchester; Hybrid; GBP 49,000 - 57,000; Full time

Job summary

A global service organization is seeking a Service Delivery Manager in Manchester. The role focuses on managing service delivery, improving customer relationships, and ensuring adherence to IT standards. Ideal candidates should have strong service delivery experience and at least 3 years in service management. Competitive salary and benefits offered.

Benefits

Sodexo retirement plan

Discounts to over 1,900 brands

Gym discount

24/7 employee assistance programme

Qualifications

• Minimum of 3 years' experience in service management.
• Experience of implementing new IT standards.
• Experience of service delivery and transition.

Responsibilities

• Manage service relationships between key customers and IT service desk.
• Drive customer and third-party service review meetings.
• Create performance reports on a weekly/monthly basis.
• Manage complaints and escalations.
• Facilitate P1/P2 Major Incident management.

Skills

Strong & proven service delivery manager experience

Experience of Information governance / ISO accreditations

Strong understanding of ITIL

Confident communicator who can manage a wide range of stakeholders

Job description

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.

For more information on Sodexo Careers please visit Sodexo Careers

Main 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

Please see attached job description for further information regarding the role requirements

The Ideal Candidate

• 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

Package Description

Starting salary of £49,000, with potential for increase based on experience.

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.

Ready to be part of something greater? Apply today!

About The Company

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.

We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.