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Jobheron
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Chippenham, Wiltshire
IT Service Delivery Manager
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Job Type: Full-time |
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Salary: £43,000 per annum |
Overview
A well-established Managed Service Provider has an exciting opportunity for an IT Service Delivery Manager to join their team based on a client site in Chippenham. As a Cloud-first company and a Microsoft Gold Partner, they fully embrace the cloud and are recognised leaders in helping companies transform and innovate. With a wealth of knowledge and experience, they help organisations with the successful deployment of the right technology to unlock their potential. Their friendly team of Microsoft Experts go that extra mile to ensure the success of their clients. As their IT Service Delivery Manager, you will be responsible for owning and overseeing the delivery of services to specific clients in line with contractual and service level commitments. This role will be predominantly based at the client site in Chippenham, with travel to other clients in the region as well as occasional travel to our Head Office in Bedfordshire. About the role: Managing the Service Delivery execution against contracted service levels, ensuring their obligations are filled. Ensuring robust processes and procedures are maintained to ensure consistently high service performance Assisting with the commercial renewal process for contracted services Owning and managing the Service delivery relationship, acting as the first point of contact for escalations Leading structured reviews with the customer and contribute to account development plans. Undertaking periodic service reviews, building out longer-term capacity/account plans in partnership with the customer, proactively identifying upsell opportunities and reducing costs for the customer Responsibility for the scoping, negotiation, management and delivery of small to medium change for the customer Building deep and trusted relationships with the customer, at all levels and is seen as the go-to person in relation to all service delivery matters Acting as the customer advocate ensuring appropriate quality and best practice to maintain and improve customer satisfaction Managing the seamless transition from Projects to Service Monitoring the success of new Services and Changes to ensure they are meeting the required standards Analysing service incidents, looking at performance metrics, trends and root causes Requirements: Professional certification ITIL/Service Management (desirable) Full, Clean UK Driving Licence Access to your own vehicle Willing to travel to customer sites within Wiltshire and Oxfordshire Good all-round appreciation of ITIL standards Financial controls including an understanding of profit and loss, margins and working capital Good appreciation of current Microsoft technology stack Ability to sensibly escalate and manage calls to third parties and to inform clients of major incidents Ability to learn and adapt to new products and procedures as they appear Commercial awareness, with an ability to interpret customer contracts and service schedules Ability to quickly build rapport and trusted relationships with customer stakeholders Confident, articulate and clear communication skills with customers at all levels Ability to stay calm during critical times and always delivering the message Excellent organisational and time management skills Excellent problem solving, troubleshooting and trend analysis skills Accuracy and attention to detail Methodical and organised approach Benefits: £43,000 - £45,000 per Annum 25 days holiday Pension scheme Westfield Health cashplan Sounds interesting? Click the APPLY button now. Candidates with previous experience or job titles including; IT Service Delivery Manager, IT Support Manager, Service Delivery Manager, Head of Service Deliver, Client Support Manager, Project Management, ITIL, Service Management, Project Manager, may also be considered for this role.