Service Delivery Manager

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Our Managed Service team

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.

Role Responsibilities

1. Lead one or more managed service engagements for BJSS clients.
2. Build strong client relationships fostering a partnering approach to Service Delivery.
3. Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes such as Incident, Request Fulfillment, Problem, Access Management, Event, Change Management, and Release Management, both from our offices and at client sites as required.
4. Ensure client-reported issues are logged, maintained in the service management toolset, and resolved in line with documented Service Levels.
5. Gain required knowledge of the client, platform, and application to provide necessary support.
6. Recognize when to escalate issues requiring additional attention.
7. Lead the creation of ITIL-aligned processes and procedures and transition these into live operation.
8. Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support for platforms and applications.
9. Continuously assess and improve processes and procedures to ensure efficiency and appropriateness.
10. Operate in Agile working environments with varying Agile practices.
11. 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 look for:

1. Demonstrable experience managing 2nd and 3rd line support services.
2. Experience supporting cloud environments.
3. Experience in Service Design and Service Transition.
4. ITIL certifications with strong knowledge across all ITIL processes (e.g., Incident, Problem, Change, Capacity reporting).
5. Experience with multiple implementations.
6. Solid understanding and management of commercial contracts.
7. ISO9001/ISO27001 knowledge and experience.
8. Experience mapping, documenting, and implementing business processes with continuous improvement.
9. Understanding of software development methodologies, project management techniques, and Agile practices.
10. A pragmatic, flexible approach to customer needs while maintaining solid service management structures.
11. Technical knowledge of IT infrastructure and software.
12. A passion for Service Management, continuous improvement, and learning.
13. A flexible ‘can do’ attitude.
14. Strong communication and presentation skills.

Perks

• Flexible benefits allowance – choose how to spend your allowance (additional pension, healthcare, dental, etc.).
• Industry-leading health and wellbeing plan, including 24/7 GP services, mental health support, and more.
• Life Assurance (4 x annual salary).
• 25 days annual leave plus bank holidays.
• Hybrid working model with flexibility to split time between office, client site, and WFH.
• Discounts from various retail, lifestyle, and utility brands.
• Referral scheme with no limits on referrals.
• Flexible holiday buy/sell options.
• Electric vehicle scheme.
• Professional training and certification opportunities, including unlimited access to O’Reilly.
• Involvement in initiatives promoting diversity in tech.
• Supportive team environment with growth opportunities.
• Engaging social events and activities.