Service Delivery Manager – Workplace Tech Services

Onnec; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

ONNEC Group is seeking a Service Delivery Manager to own and optimise Support & Project Services on a major client account. You will be the main client contact and work with the operations team to maximise satisfaction, efficiency and profitability.

You will lead a team, drive service measurements in an ITIL setting, and report monthly on financial and operational performance while ensuring high quality, compliant delivery across campuses.

Qualifications

• Extensive experience in telecommunications infrastructure cabling.
• Experience delivering BAU support in office or data centre environments.
• Supervisory/management experience in office or data centre support.
• Experience of service measurement in an ITIL environment.
• Proven ability to motivate and develop a team.
• Experience delivering services to contractual requirements.
• Experience managing projects through lifecycle.
• Experience in banking or similarly regulated industry environments.

Responsibilities

• Act as primary interface between the client and internal teams for operational and financial matters.
• Oversee financial and operational performance of contracts and report monthly.
• Coordinate and develop monthly status reports for client sites and services.
• Ensure resource levels meet service requirements and that SLAs are met.
• Maintain quality management and health & safety policy compliance across campuses.

Skills

Telecommunications cabling

BAU support (Office/Data Centre)

Team leadership

ITIL service measurement

Financial & operational reporting

Job description

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

Service Delivery Manager (SDM) - Workplace Technology Services

The Service Delivery Manager (SDM) - Workplace Technology Services will take overall responsibility for all Support & Project Services on a major client account. Being the first point of contact for the client, the SDM will work closely with the client and operational team to ensure total customer satisfaction. The SDM will also be responsible for ensuring the continued improvement and enhancement of the services to the client and maximising efficiency and profitability of the account.

What you'll be doing as our Service Delivery Manager (SDM) - Workplace Technology Services:

• Act as primary interface between Onnec and the client relating to all operational and financial matters
• Overall responsibility for the financial and operational performance of contracts
• Compile (and continuously develop) monthly financial reports and analyse and interpret for presentation to the Operations Manager and the Client
• To compile (and continuously develop) monthly reports on status of all activities on client sites
• To compile (and continuously develop) detailed reports on achievement of SLA's.
• To ensure appropriate levels of resource are available at all times and that all resource members are fully aware of the requirements of the service to be delivered
• Co-ordination of both internal and client meetings
• To ensure projects are allocated proportionally across the team
• To maintain awareness of all in-flight projects, ensuring any risks are identified early, managing escalations in a timely manner where appropriate
• To coordinate post-project reviews for large or key projects to capture successes, challenges and lessons learned, for reporting and future projects
• Overall responsibility for the implementation and maintenance of the Onnec and the clients Health & Safety Policies across the campuses
• Overall responsibility for the implementation and maintenance of the Onnec and the Client's Quality Assurance Policies across the campuses
• Overall responsibility for all deliverables (including documentation) conforming to the Onnec and the Client's Quality Management System
• To continually review and update all processes and procedures, update documentation and ensure compliance with at all times thereby to enhance quality, service and efficiency to benefit both Onnec and the Client
• To act as line manager for all Onnec employees allocated
• Overall accountability for all actions of the Onnec project and wider site teams
• Overall responsibility for the motivation and development of allocated employees
• Overall responsibility for general Human Resource activities i.e. performance appraisals, holiday and sick leave etc.
• Act as mentor to allocated employees to develop knowledge and experience
• Manage the Supply Chain for all materials to ensure all services are delivered within agreed timescales.
• To encourage and maintain a professional working environment with the Onnec teams
• To identify areas for development of new revenue opportunities within the department

We're looking for in our Service Delivery Manager (SDM) - Workplace Technology Services:

Essential

• Extensive experience of Telecommunications Infrastructure Cabling
• Extensive experience of BAU Support in Office and / or Data Centre Environments
• Supervisory / Management experience in Office and / or Data Centre Support
• Experience of Service Measurement in an ITIL Environment
• Experience of Financial and Operational Report Writing and Analysis
• Proven ability to motivate and develop a team
• Experience of delivering a service to contractual requirements
• Experience of managing projects throughout the project lifecycle
• Experience of working in banking, or other similarly regulated industry environment

Preferred But Not Essential

• ITIL
• Prince 2
• BICSi
• Experience of working with Audio/Visual technologies and deployments