Service Delivery Manager - Birmingham, United Kingdom - Colossus Associates

Colossus Associates
Colossus Associates
Verified Company
Birmingham, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Service Delivery Manager, Managed Service Provider, Some UK Travel / Hybrid Role 2/3 days office based in Birmingham
A national technology brand have a business critical new role for 2023.

They have doubled in size for he past 4 years as a result on the unique tech product / service they offer and need a service delivery manager who can lead the customer focused team.

The role

  • Manage and monitor Service Support and Delivery, including Service & Operational Level Agreements
  • Develop and manage internal Service Teams and Managers
  • Incident, Problem, Release, Change and Capacity Management used with both internal and external suppliers.
  • Relevant technical, operational and ITIL based processes are in place, reviewed and followed.
  • Regular and accurate reports are provided to suppliers, stakeholders, including trends and insight on the service performance.
  • Support services are managed to efficiently respond to Service Desk issues, tickets and service requests, other Service Managers and suppliers.
  • Risks and Issues are identified, assesses and proposed mitigations identified and agreed to
  • Manage and monitor Service Support and Delivery, including Service Level Agreements; Incident, Problem, Release, Change and Capacity Management used with both internal and external customers

Ensuring:

  • Regular and accurate reports are provided to customers, stakeholders, including trends and insight on the service performance.
  • Support services are managed to efficiently meet the SLAs set with customers, regular reports and trends produced.
The ideal person will have
What we are looking for.....

  • 3 + years Service Delivery Manager experience working in an MSP or Software Solutions company
  • Excellent external client facing skills for any face to face and virtual meetings
  • A solid IT background (7 years + ideally)
  • ITIL or equivalent qualification ideally
  • Extensive experience of providing incident, problem and change management oversight across multiple external clients.
  • Experience of managing multiple large blue chip clients at once
  • Excellent people management skills
  • Worked in a commercial environment and the ability to maximise income.
  • Happy to travel to clients sites occasionally and maybe an overnight stay if needed
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