Enable job alerts via email!
Service Delivery Manager
TN United Kingdom
Newcastle upon Tyne
Hybrid
GBP 45,000 - 75,000
Full time
Boost your interview chances
Create a job specific, tailored resume for higher success rate.
Job summary
An innovative firm is seeking a Service Delivery Manager to lead managed service engagements and enhance client relationships. In this dynamic role, you will manage day-to-day operations, ensuring the delivery of high-quality service while utilizing ITIL processes. You will have the opportunity to work in a supportive environment that values continuous improvement and offers hybrid working options. This position is perfect for someone passionate about service management and eager to make a significant impact in a collaborative team setting.
Benefits
Qualifications
- Extensive experience in Service Desk Management within Application Support.
- Strong knowledge of ITIL processes and cloud environments.
Responsibilities
- Lead managed service engagements and build strong client relationships.
- Manage day-to-day operations using ITIL processes and support clients.
Skills
Education
Job description
Social network you want to login/join with:
Client:
BJSS
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
Other
EU work permit required: Yes
Job Reference:
d16067039489
Job Views:
8
Posted:
26.04.2025
Expiry Date:
10.06.2025
About the Role
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:
- Lead one or more managed service engagements for BJSS clients.
- Build strong client relationships which foster a partnering approach to Service Delivery.
- 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.
- Ensure client-reported issues are logged and maintained in the service management toolset, and resolved in line with our documented Service Levels.
- Attain the required knowledge of the client, platform, and application to provide the support required.
- Know when to escalate issues that require additional attention.
- Lead the creation of ITIL-aligned processes and procedures and transition of these into Live Operation.
- 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.
- Continuously assess the suitability of processes and procedures and recommend/implement changes as appropriate to ensure efficiency and appropriateness.
- Operate in Agile working environments with varying Agile practices.
- 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:
- Experience managing 2nd and 3rd line support services.
- Supporting cloud environments experience.
- Experience of Service Design and Service Transition.
- ITIL certifications with strong knowledge, and demonstrable experience across all ITIL processes (e.g., Incident, Problem, Change, Capacity reporting).
- Experience with multiple implementations.
- Understanding of managing commercial contracts.
- ISO9001/ISO27001 knowledge & experience.
- Mapping, documenting, and implementing business processes with continuous improvement.
- Understanding of software development methodologies, Project Management techniques, and Agile practices.
- Flexible, pragmatic approach to customer needs while maintaining service management standards.
- Technical knowledge of IT infrastructure and software.
- Passion for Service Management, continuous improvement, and learning.
- Flexible ‘can do’ attitude.
- 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 – 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 professional certification support, including unlimited access to O’Reilly.
- Opportunities to get involved in diversity initiatives and community partnerships.
- Supportive team environment with social activities.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
job faster
