Service Delivery Manager (SDM)

FalconSmartIT; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology solutions provider in London is looking for a Service Delivery Manager to enhance service delivery through Continuous Service Improvement initiatives. The role involves supporting Service Level Management, managing contractual SLAs, and utilizing Service Now for performance reporting. Ideal candidates will have a strong background in ITSM and experience in service improvement strategies.

Qualifications

• Experience in an ITSM consultant role.
• Ability to negotiate SLA conditions.

Responsibilities

• Act as a catalyst for Continuous Service Improvement.
• Provide governance and assurance of Service Levels.
• Lead the CSI Forum and establish the CSI Process.

Skills

Service Level Management

Continuous Service Improvement

Service Now Reporting

Job description

Overview

Job Title: Service Delivery Manager (SDM)

Location: London, UK / Hybrid

Job Type: Permanent

Responsibilities

• Perform an ITSM consultant role acting as a catalyst for Continuous Service Improvement within the organisation and providing Service Level Management support to the Service Level Manager
• Provide SME, governance and assurance of Service Levels, incl. OLAs and Underpinning Contracts (UCs) across the EBRD Ecosystem
• Convert existing agreed contractual SLAs into report condition formula to enable SLA configuration in Service Now - may require negotiating SLA conditions
• Establish & embed CSI Process across ecosystem and lead the CSI Forum
• Service Now Reporting: Skills with ability to extract data from Service Now, analyse and summarise progress & performance in report/ scorecard

Contact

Regards, Rachana

[e-mail]