Service Delivery Manager

Service Delivery Manager – London

Job Title: Service Delivery

Location: London

Job Type: Full-Time

Job Summary:

We are looking for a dynamic and results-oriented IT Service Delivery Manager with a proven track record of successfully overseeing the delivery of high-quality IT services and solutions.

Seeking a challenging role where you can leverage your leadership skills, technical expertise, and strategic mindset to drive operational excellence, optimize service delivery processes, and exceed client expectations in a dynamic and fast-paced environment.

What Will Your Day To Day Look Like?

Service Management:

Monitoring and coordinating IT service desk functions to ensure optimal service for our clients.

Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Managing Clients:

Hold monthly, quarterly, and biannual reviews with key stakeholders.

Run reports to measure success against client KPI's and SLA's and analyse data to inform Quarterly Business Reviews (QBR) and Service Reviews

Create and run ad-hoc reports to provide client status information for QBRs. Eg Windows Updates

Continuously deliver reporting improvements, minimizing manual effort and maximizing the use of reporting tools

Create high quality client facing reports and deliver them to key stakeholders

Efficiencies:

Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders

Analysing third-party as well as internal processes, and creating strategies for service delivery optimization

Identify recurrent tickets and assist in minimizing their frequency.

Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information.