Service Delivery Manager - Liverpool, United Kingdom - Experis LTD

Experis LTD

Verified Company

Liverpool, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

IT SERVICE DELIVERY MANAGER Location:
Merseyside

Salary:
Competitive + Benefits

Our Client

One of the UK's leading retail brands are looking for a service delivery partner to join there existing team to support the growing number of SAAS partners.

This is a hands-on role requiring a high level of technical expertise working closely with internal teams and external suppliers to support the business community.

Role:

Working as part of the team, you will act as an escalation point to our SAAS providers and assist Solution Delivery Manager to ensure the services we provide are available, measurable and add value to our business.

Key responsibilities will include:

Review and improve the performance of existing services, reporting regularly against incident trends and call drivers, providing recommendations to improve the service.
Operate as a key IT representative for ongoing customer service and build an ongoing strong and effective relationship with the respective key operational & departmental teams.
Monitor and manage the daytoday service delivered by 3rd party suppliers to agreed Service Levels, escalating critical business impacting incidents to the relevant stakeholders within an ITIL framework.
Provide regular reports and comprehensive service updates highlighting issues faced and potential improvements
Provide timely communications with customers, keeping them informed of progress and solutions to ensure seamless delivery of service
Act as first point of escalation for the Service Desk where a compromise of expected service is likely to occur.
Run our Change Approval Board and maintain a forward schedule of change
Taking ownership of issues and supporting incident/major incident management, providing information and working with third parties (if necessary) to resolve them in a timely manner.
Be part of an Out of Hours Duty Management rota for escalation of high priority service affecting issues, advising the outsourcer and the business as appropriate

Required skills & experience:

Ability to quickly identify incident/problem causes and escalate accordingly.
Ability to manage and resolve competing priorities
Understanding of end to end service delivery accountability
Experience of IT Incident and Problem Management processes and principles
Ability to engage stakeholders & a selfstarter
Partnering experience with third party service providers to deliver business benefit
Experience preferred of multichannel and retail principles/technologies
Setting up and running CAB Meetings and adopt a rigour Change Process

Please contact Josh Gomez for more information on
and send your CV's