Service Delivery Manager (Scotland)

North; Renfrew; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Generous holiday entitlement

Contributory pension scheme

Healthcare and wellbeing programmes

Professional development and training"

Flexible working arrangements

Employee assistance programmes

Job summary

North in Scotland is seeking a Service Delivery Manager to oversee a portfolio of serviced customer accounts across the UK, ensuring services meet contract specs and KPIs. You will be the primary contact for key clients, coordinating with the service desk, NOC, PMO and field teams to secure service excellence.

This customer-facing role requires strong relationship skills, technical awareness of security systems (CCTV, Access Control & Fire Systems) and the ability to spot issues, drive

Qualifications

• Experience in a Managed Service environment with knowledge of Physical Security.
• Technical knowledge of the technology stack for North's managed service Physical Security Systems.
• Experience with CCTV, Access Control & Fire Systems.
• Strong service management and planning skills.
• Understanding of commercial issues.
• Financial management awareness.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to manage a multi-skilled service delivery team, including partners.
• Excellent communication skills.
• Ability to meet strict deadlines.
• Awareness of ITIL V3/V4 and service lifecycle.
• Project Management experience; Prince2 or equivalent preferred.
• Ability to use data analytics to drive service improvements.

Responsibilities

• Act as a main point of contact for select number of contracted service clients.
• Ensure processes and reviews support continuous improvement in service delivery.
• Carry out regular service reviews and action outcomes.
• Monitor and measure service performance for each function against contract expectations.
• Provide technical guidance in line with supported systems.
• Own critical incidents and coordinate swift resolution.
• Manage improvement strategies with the client and implement actions.
• Supervise delivery of works and liaise with PMO to maintain standards.
• Monitor call queues and ticket levels to ensure swift resolution.
• Understand resources and costs; manage profitability of the contract.
• Prepare Service Reports with KPIs to show performance against contract.
• Contribute to quarterly business reviews with large customers.
• Contribute to Service Improvement Plans for jeopardy contracts.

Skills

Service management

Client relationship

Communication

ITIL awareness

Project management

Education

Bachelor’s degree or equivalent

Tools

ITIL

Prince2

Microsoft Office

Job description

Service Delivery Manager

Location: Scotland

Salary: Competitive

Type: Permanent

Sector: Public Sector

Responsible for a portfolio of serviced customer accounts across the UK, ensuring services are delivered according to the contract specification and meet agreed KPIs and Service Levels.

As the first point of contact for key serviced clients, the Service Delivery Manager will be responsible for increasing the customer experience and liaising with internal North functions, including the service desk, NOC, PMO and field teams to ensure service excellence.

As a customer facing role, a North Service Delivery Manager will own the client service relationship and oversee a range of activities to facilitate seamless service. A North Service Delivery Manager will be expected to maintain excellent customer relationships, a deep client understanding and technical awareness of key supported systems and be able to identify customer issues and needs and work with the business to resolve.

Both an organisational and technical role, working alongside on-site and remote personnel to ensure the highest c-sat standards are achieved and maintained, and new business opportunities are identified and developed.

Be a North brand ambassador.

Responsibilities

• Act as a main point of contact for select number of contracted service clients
• Ensure processes and procedures are in place to support excellent service delivery and carry out regular reviews of these processes to ensure continuous improvement
• Carry out regular service reviews (at intervals determined by the contract and ad hoc as required) and take responsibility for actions which arise
• Liaise with business functions to monitor and measure service performance for each function in line with contract and client expectations
• Provide the client with technical advice and guidance in line with supported systems
• Take ownership of critical incidents and assist in coordination of all parties to ensure swift resolution
• Manage improvement strategies with the client and action these
• Supervise delivery of works and liaise with PMO to ensure delivery standards are maintained
• Supervise call queues and ticket levels to ensure swift resolution and elevate any concerns
• Account profitability, understanding the resources and costs required, and utilised, in the delivery of the contract
• Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract
• Contribute to a quarterly business review with large customers
• Contribute to the implementation of Service Improvement Plans for jeopardy contracts

Qualifications

For development purposes the following knowledge, skills and experience are required.

• Have worked in a Managed Service environment with working knowledge of Physical Security .
• Technically aware of the technology stack for which North is delivering the managed service Physical security Systems .
• Previous knowledge with Physical Security essential - CCTV, Access Control & Fire Systems .
• Strong service management and planning skills.
• Understand commercial issues.
• Financial management awareness.
• Good working knowledge of Microsoft applications e.g. Word, Excel, PowerPoint, etc.
• Ability to manage a multi-skilled service delivery team both internal and via partners.
• Excellent communication skills.
• Ability to meet strict deadlines.
• An awareness of ITIL V3 or V4 and ability to understand the full-service lifecycle.
• Project Management experience and qualification, Prince 2 or equivalent would be an advantage.
• Ability to use data analytics to drive focus and service improvements.

Benefits

We offer a competitive remuneration package reflective of the candidate’s skills and experience, along with a range of benefits typical for roles within the IT sector , including:

• Generous holiday entitlement
• Contributory pension scheme
• Healthcare and wellbeing programmes
• Professional development and training opportunities
• Flexible working arrangements subject to business needs
• Employee assistance programmes

We can only accept candidates who have the Right To Work in the UK.