Service Delivery Manager

JR United Kingdom; Warrington; On-site; GBP 40,000 - 60,000; Full time

Job summary

A Managed ICT Services Provider located in Warrington is seeking a Service Delivery Manager. In this role, you will oversee service delivery activities, ensure compliance with SLAs, and foster positive customer relationships. The ideal candidate will have ITIL certification and experience in service management. This position offers the opportunity to lead projects and improve service operations while being part of a dynamic team.

Qualifications

• Experience in problem management and change management.
• Ability to develop lasting relationships with clients and colleagues.
• Ability to understand and explain IT solutions to non-technical audiences.

Responsibilities

• Manage service delivery activities for assigned customers.
• Ensure services are delivered according to contractual obligations.
• Oversee projects and support new contracts integration.

Skills

Understanding and experience of Service Management practices

ITIL foundation certification

Strong service attitude

Experience of managing SLAs and KPIs

Exceptional interpersonal skills

Ability to analyse data and create reports

Highly organised

Understanding of ISO accredited environments

Negotiation skills

Job description

Social network you want to login/join with:

Service Delivery Manager, warrington, cheshire

Dacoll Ltd. is a UK-based managed ICT services provider that has been delivering technology solutions and support since 1969.The company specializes in managed IT services, secure cloud solutions, IT asset management, and project-based consultancy. Headquartered in Scotland, Dacoll serves a diverse range of sectors, including retail, commercial, public sector, and public safety, with a comprehensive portfolio of services that focus on operational excellence and security.

Role Overview:

The Service Delivery Manager is responsible for the successful delivery and management of services provided to Dacoll Group customers. The SDM will plan, organise and control all service delivery activities contractually committed to their assigned customers. This includes the management of service governance including ITIL-aligned service management; compilation, interpretation and issuance of performance and activity reports; leadership of continual improvement and service improvement activities for assigned customers; escalation, exception

and major incident management, and responsibility for the overall quality of services delivered to our customers in line with SLAs and contractual obligations.

Main Duties:

Line Management Responsibility

• Ensure excellent customer service is delivered
• Practice ITIL standards and assist in obtaining accreditations both personally and throughout the business
• Develop and maintain positive relationships with customers, colleagues and partners

Service Delivery

• Ensure excellent customer service is delivered to our customers
• Co-ordinate and liaise with other departments to achieve customer satisfaction
• Ensure that services are delivered according to contractual obligations, SLAs are met, and qualitative and quantitative metrics are achieved
• Instigate, manage and attend customer review meetings
• Develop and monitor efficiency and performance indicators
• Ensure stock levels are held to meet demand aligned to trends - liaising with Stores / Part / Engineering Management Teams
• Maintain a rigorous activity/workstack review and management procedure throughout the group, ensuring that backlogs are minimised, exceptions are captured and SLA jeopardy management is in place

Projects

• Provide support during the mobilisation and implementation of new contracts in line with agreed processes.
• Contribute to service design, execution of mobilisation plan and acceptance into service approach and artefacts
• Oversee project delivery for relevant customers
• Perform the role of project manager for small engagements when required
• Maintain and develop business knowledge in area of responsibility/for assigned customers
• Assume and deliver role of ‘trusted advisor’ for assigned customers
• Ensure all identified sales opportunities are progressed as appropriate to a member of the Sales team
• Support sales colleagues in customer meetings

Skills and experience

• Understanding and experience of Service Management practices is required
• At least ITIL foundation certified
• Strong service attitude and aiming to build lasting customer relationships
• Be able to identify and own the implementation of service improvement activities
• Experience of managing SLA’s and KPI’s
• Experience in problem management and change management
• Ability to demonstrate exceptional interpersonal skills and able to develop lasting working
• relationships with clients and colleagues
• Ability to analyse data and create reports
• Highly organised, able to plan ahead for short to long term objectives
• Understanding and experience of operating in an ISO accredited environment
• Able to achieve Security Clearance to NPPV3 and SC Levels
• Negotiation skills and commercial awareness
• Experience of developing and maintaining a Service Catalogue and SLAs;
• Ability to understand and explain IT solutions and issues to a non-technical audience is critical

Apply above or reach out to me at [emailprotected] for a confidential discussion about the opportunity