Service Delivery Manager

Clearwater People Solutions Ltd; West Malling; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Clearwater People Solutions Ltd. is seeking a Service Delivery Manager on a 6 month contract in Kent with hybrid working (office 2 days per week).

You will partner with the Technology Service Delivery Management team to manage incidents, changes and reporting, acting as the escalation point and ensuring service levels are met or exceeded. The role requires a strong background in Incident and Change Management, senior/lead experience, and ITIL Managing Professional qualifications.

Qualifications

• Senior/Lead level experience in IT service delivery.
• Strong background in Incident and Change Management.
• ITIL Managing Professional qualification held.

Responsibilities

• Support service delivery management to maintain strong relationships with stakeholders and report on board visibility.
• Own end-to-end service provision for allocated business units, including Incident, Problem and Service Request management and SLA reporting.
• Ensure processes and methodologies are followed to monitor, control and support service delivery.

Skills

Incident management

Change management

Stakeholder engagement

SLA reporting

Education

ITIL Managing Professional

Job description

Our client is currently seeking a Service Delivery Manager on a 6 month contract. The Service Delivery Manager will have worked in a Senior of Lead capacity with a strong background in Incident and Change Management. The Service Delivery Manager will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major Incident Reports and relevant Management Information reports as required on a day to day basis to support customer expectations.

This is a hybrid based role with the need to be in the office in Kent 2 days per week.

Key Responsibilities for the Service Delivery Manager

• Support the Technology Service Delivery Management team to maintain a strong service relationship with business stakeholders through regular engagement, ensuring continued buy in, transparency of decision making and evangelising the continued value of the Service Delivery capabilities. Ensure that board reporting is transparent, accurate and positively reflected with the appropriate attention to stakeholder viewpoints.
• Own allocated business unit Problem, Incident and Service Request fulfillment management including ensuring that all SLA's are reported, achieved and customer expectations are met (or exceeded) at all times. Specifically including management of more proactive, quality related activities in addition to service levels.
• Hold full responsibility for the end-to-end service provision to the allocated business unit; acting as a single point for escalation, and at all times ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.

Key Experience for the Head of IT Service Delivery

• Experienced in Shared Services (EUC/Service Desk/etc)
• ITIL Managing Professional
• Strong background in Incident Management
• Operated in a Senior / Lead level previously
• Experience of shaping processes where necessary