Service Delivery Manager - Birmingham, United Kingdom - Colossus Associates
Description
Service Delivery Manager, Managed Service Provider, Some UK Travel / Hybrid Role 2/3 days office based in BirminghamA 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.
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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