Service Delivery Manager

Boxxe Group; Hemel Hempstead; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading tech provider in Hemel Hempstead seeks a Service Delivery Manager to ensure seamless delivery of services and enhance profitability. This role involves managing expectations, leading Service Delivery Analysts, and improving customer support. Ideal candidates will have strong ITIL knowledge and experience in managing large-scale IT services, as well as leadership skills. A commitment to sustainability and creating inclusive working environments is essential for all employees.

Qualifications

• Understanding of IT outsource services.
• Strong understanding of ITIL particularly Service Improvement.
• Proven ability to analyze data and implement performance improvements pragmatically.
• Broad knowledge of IT technologies (Networking, Server, Storage, Desktop).
• Experienced Service Management professional with a track record in large-scale environments.
• Excellent leadership and people management skills.

Responsibilities

• Own Managed Service Contract performance and ensure compliance with customer expectations.
• Manage Request Change and Escalation processes; drive service improvements.
• Lead major incident communications and coordinate resolution efforts.
• Provide accurate management reporting and maintain effective cross-team communication.
• Line manage Service Delivery Analysts and embedded Service Desk teams.

Skills

IT Experience

Data Center Experience

Problem Management

Network Management

Management Experience

Solaris

Customer Support

ServiceNow

IT Service Management

ITIL

Project Management

Operating Systems

Job description

For us tech has never been about just hardware or software. Its about people. Its our meaningful relationships deep expertise and practical know-how in technology that drive what we do. We put our customers our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe we understand we collaborate we simplify we care and we deliver; together we are making tech human.

This role sits within the Boxxe Group specifically CAE. While the position is advertised under Boxxe the successful candidate will workश्किल in a hybrid arrangement primarily based at CAEs headquarters in Hemel Hempstead.

Your Mission

As a Service Delivery Manager your missionOnly is to ensure the seamless delivery of high-quality services to CAEs contract customers by overseeing key functions within the Service Department. You will own the performance of assigned contracts working closely with the Service Desk and NOC to drive service improvements and enhance profitability. This customer-facing leadership role involves managing expectations across the business, leading Service Delivery Analysts and supporting a wider portfolio of accounts while retaining ownership of all service deliverables for your customers. Additionally you will manage embedded Service Desk teams within nominated accounts ensuring service performance and continuous improvement remain at the forefront of operations.

What youll be doing

• Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations.
• Manage Request Change and Escalation processes; drive accurate reporting and service improvements.
• Define negotiate and monitor SLAs; investigate breaches and implement corrective actions.
• Lead major incident communications and coordinate resolution efforts.
• Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers.
• Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies.
• Champion service considerations in projects to minimize impact on contracts.
• Conduct regular Service Delivery performance reviews with customers and document actions.
• Review and monitor change requests; attend CAB meetings as needed.
• Provide accurate management reporting and maintain effective cross-team communication.
• Line manage Service Delivery Analysts and embedded Service Desk teams including PDRs and skill development.
• Implement best-practice Service Desk support function and support service transition for new or enhanced contracts.
• Ensure customers understand service scope and provide accurate service information to operations.
• Assist Account Director with contract renewals and identify new service opportunities

What experience we think youll need

• Understanding of IT outsource Services
• Strong understanding of ITIL particularly Service Improvement.
• Proven ability to analyze data and implement performance improvements pragmatically.
• Understanding of sales cycles and their impact on service delivery.
• Broad knowledge of IT technologies (Networking Server Storage Desktop).
• Experienced Service Management professional with a track record in large-scale environments.
• Previous experience as a Team Lead or Manager or demonstrable ability to lead virtual teams.
• Skilled in managing third-party vendors and services.
• Expertise in incident management escalation procedures and related disciplines.
• Excellent leadership and people management skills.
• In-depth knowledge of ITIL disciplines.

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact encouraging inclusive working environments and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles minimising travel by using virtual technology and adopting sustainable embraces diversity. As an equal opportunity employer we are committed to building a team that represents a variety of backgrounds perspectives and skills. boxxe does not discriminate based on race religion colour national origin sexual orientation gender identity age marital status veteran status or disability status. All our employment is based on qualification excellence and business need.

Required Experience: Manager

Key Skills

• IT Experience
• Data Center Experience
• Problem Management
• Network Management
• Management Experience
• Solaris
• Customer Support
• ServiceNow
• IT Service Management
• ITIL
• Project Management
• Operating Systems

Employment Type : Contract

Experience: years

Vacancy: 1