Service Delivery Manager (Perm or Contract)
Service Delivery Manager London 50 - 60k per annum + Bonus + Benefits Permanent or Contract
An exciting opportunity has come up for a Service Delivery Manager to join our client's IT function. They will be responsible for delivering live technology services to global clients and for owning the transition process from the project management and development teams, into live service.
The Service Delivery Manager will be responsible for overseeing the definition, monitoring, delivery and improvement of services to clients (internal and external). They will provide a vital link among projects, programmes, clients and resources.
The role requires an experienced IT professional with a strong technical background, who understands the importance of building and maintaining very strong client relationships, and delivering very high levels of service.
Key Responsibilities:Taking full ownership of live services support for specific clients.Managing the service delivery against SLA targets for specific clients.Managing the go-live service transition process from project delivery.SLA definition, service monitoring and service reporting.Managing and delivering on service improvement programmes.In liaison with the assigned Technical Manager or Project Manager, co-ordinate and monitor development teams, resources and individual performances to achieve delivery to time, quality, requirements and expectations.Providing management support for service management best practice and frameworks.Providing support to global offices in client and technical communications.Provide timely and accurate communication/reports to management, colleagues, internal and external clients where required, including appropriate escalation of issues.Produce and maintain required service delivery documentation such that the documentation accurately reflects service delivery and support processes.Ensure the proper use of software tools in executing daily live services task for example JIRA, Wikis, Sharepoint and knowledgebases.Travel to international office locations as requiredProvide timely and accurate progress reportsEnsure tools such as support tracking services are effectively used in the support process.Participate in and run client service and WIP meetings.Participate in customer and prospect briefings as required.
Knowledge Required:Senior level technology client services and support experience.Broad range of technical skills (including enterprise level applications)Business domain knowledge from ecommerce, marketing, loyalty, CRM and technology servicesStrong commercial skills with deep understanding of technology service delivery and SLAsTechnical account and client management skills and experienceUnderstanding of service excellence10+ years' experience likelyExperienced in client facing service delivery rolesFamiliar with agile software development and product development methodologiesExperienced in scaling service delivery operations to multiple global clientsExperience of working to targets and deadlinesProven ability to applying best practice support and service management methodologies
Our client's Technology Services
Formed in May 2012 in order to create a singular IT body within our client's organisation, they are responsible for project delivery, implementation, integration and post-delivery live service support.
They have a heterogeneous environment coupled with a pragmatic and collaborative approach to technology selection.
By utilising a variety of agile methodologies and engineering practices (e.g. scrum, Kanban, TDD and XP) they are able to adopt a leaner delivery model and keep their finger on the pulse of the latest market trends and customer demands.
They do not recruit back room 'techies'. IT is part of the business so requires strong communication skills, personality and the willingness to work as part of a wider team.
Our client is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits, Insurance and Assistance.
They have more than 25 years' experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,500 staff, and managing over 20 million end customers.
By applying for this role, your details will be sent to the Ortolan Group, who are acting as consultants for the hiring company. The Ortolan Group are engaged to review applications and to forward on those that match the requirements of the role.We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.