Service Delivery Manager

TN United Kingdom; Newport; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager to lead client relationships and ensure high-quality service delivery. This role involves managing multiple projects, overseeing service levels, and maintaining strong relationships with both customers and internal stakeholders. The ideal candidate will have a solid background in Service Delivery Management with ITIL knowledge, excellent communication skills, and the ability to adapt to a fast-paced environment. Join a forward-thinking company that values high standards and customer satisfaction, and make a significant impact in this pivotal role.

Qualifications

• Proven experience as a Service Delivery Manager in a fast-paced environment.
• Strong interpersonal skills and ability to manage stakeholder relationships.

Responsibilities

• Act as primary customer contact and manage escalations effectively.
• Produce regular reports and oversee service levels for multiple projects.

Skills

Service Delivery Management

ITIL Knowledge

Relationship Management

Communication Skills

Problem Solving

Presentation Skills

Report Writing

Education

Bachelor's Degree

Job description

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Overview of the role
The role of Service Delivery Manager (SDM) will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget constraints. The SDM will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships.

Responsibilities
The Service Delivery Manager role would suit an individual who is able to adapt to a fast-paced environment while maintaining high standards to support our customers. The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.

The correct person will have/be required to:
* Act as a primary customer contact and point of escalation
* Produce monthly, quarterly and annual reports for internal and external use
* Oversee and manage Service Levels (SLAs & KPIs)
* Work across multiple projects with changing priorities
* Undertake financial responsibility for allocated contracts
* Management of Incident/Problem/Change Management Processes

Skillset & Experience
Essential Skills
* Experienced Service Delivery Manager with a knowledge of ITIL
* Bachelor's degree or equivalent experience
* Relationship management and interpersonal skills
* Communication, influencing and negotiating skills
* Experience of Managed Support Services
* Presentation and report writing skills
* Problem solving and decision making