Service Delivery Manager (SDM)

TESTQ Technologies Limited; London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading company in London is seeking a Senior Service Delivery Manager to enhance IT service performance and governance. The ideal candidate will have a strong background in ITIL processes, Service Level Management, and Continuous Service Improvement. This role involves collaborating with various stakeholders to implement improvement initiatives and maintain service quality. If you are skilled in negotiation and possess excellent communication abilities, this opportunity is for you.

Qualifications

• Minimum 3 years' experience in CSI and Service Level Management.
• Proficient in chairing IT Service Performance and Governance meetings.

Responsibilities

• Provide subject matter expertise in IT Service Management and Service Level Management.
• Manage underperformance through CSI procedures and remediation efforts.

Skills

IT Service Management

Service Level Management

Continual Service Improvement

Governance

Communication

Negotiation

Education

ITIL v3 Practitioner

Tools

ServiceNow

Power BI

Tableau

Job description

The Senior Service Delivery Manager will perform an ITSM consultant role within the Service Performance, Governance & Assurance function in the SIAM team. They will act as a catalyst for Continuous Service Improvement within the organization and provide Service Level Management support to the Service Level Manager.

Key responsibilities include:

1. Providing subject matter expertise in IT Service Management, Service Level Management, Continual Service Improvement, and Service Performance & Governance.
2. Ensuring a coordinated approach to improving Ecosystem performance by defining, documenting, and integrating Continual Service Improvement policies, processes, and standards across the customer base.
3. Governing CSI across the customer Ecosystem, promoting and embedding a CSI culture and operating model, and sharing best practices.
4. Managing underperformance or areas for improvement through CSI procedures and remediation efforts.
5. Managing the pipeline of improvement ideas, prioritizing initiatives based on impact and alignment with business goals.
6. Collaborating with IT operations, ITIL process areas, suppliers, and IT leadership to implement improvement initiatives successfully.
7. Assessing the effectiveness of solutions and documenting business impacts and ROI.
8. Supporting the Service Level Manager in mapping end-to-end service levels, including Business Services, SLAs, OLAs, and UCs.
9. Reviewing and assessing existing services, agreements, and contracts to ensure service levels are maintained.
10. Working with Service Design & Technology, project teams, procurement, and vendors to ensure contracts support business service level requirements.
11. Converting SLAs and UCs into report configurations in ServiceNow, negotiating definitions as needed.
12. Negotiating and establishing OLAs within the customer Ecosystem.
13. Leading the CSI Forum with internal teams, SLT, and suppliers.
14. Establishing a standard reporting approach for CSI and managing the CSI Register.

Qualifications, Skills, and Experience:

1. Proficient in all ITIL processes, with at least version 3 Practitioner accreditation.
2. Minimum 3 years' experience in CSI, preferably within a multi-tier SIAM model.
3. Minimum 3 years' experience in Service Level Management, with practical implementation background.
4. Experience in defining and configuring SLA report conditions in ServiceNow.
5. Proficient in chairing IT Service Performance and Governance meetings.
6. Experience in defining KPIs, performance targets, and metrics.
7. Ability to work independently, make decisions, and manage multiple tasks.
8. Strong organizational, communication, and interpersonal skills, with experience in conflict management and negotiation.
9. Proficient in reporting from ServiceNow and producing governance artifacts.
10. Desirable: experience in audits related to supplier governance and reporting with third-party tools like Power BI or Tableau.

This role involves managing various service providers and maintaining a governance framework that tracks IT service performance effectively, ensuring stability, quality, and efficiency in line with ITIL best practices, and driving continual improvements.