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Roke
,
Romsey, Hampshire
Service Delivery Manager
Overview
Job Description
Roke is looking for a Service Delivery Manager (SDM) to join its expanding service delivery team. The purpose of the role is to manage the delivery of IT services using ITIL based processes for Roke's national security customer base. Roke is looking for a Service Delivery Manager (SDM) to join its expanding service delivery team. The purpose of the role is to manage the delivery of IT services using ITIL based processes for Roke's national security customer base. The SDM role will be responsible for ensuring that SLA's are met, that the service is delivered within budget and is meeting the required quality levels whilst reporting performance into Roke's delivery management function. What will your role look like? The role will be responsible for, but not limited to: * Producing service reports, conducting periodic service reviews with the client, managing incidents, problems, change and escalations within the service. * Responsible for delivering a high level of customer satisfaction and the execution of recovery plans if the service delivery falls below expectations. * Perform as the service advocate for both parties, being the voice of the customer within Roke and providing service representation within the customer's organisation This role is a key client interface position and the SDM will be responsible for managing the relationship with the client, alongside the client manager. Communication with the client will be across all levels within the organisation ranging from the engineering teams to senior management. The holder of the role will also identify opportunities for service improvement and optimisation, as well as, any opportunities for the provision of new services to the customer. The role will be office based with some travel to customer sites within the UK therefore a full driving licence is essential. What would we like from you? * Ideally, the job holder will have the following attributes: * ITIL V3 or above qualification, foundation or higher * Track record of delivering IT or technology based services using ITIL processes * Able to demonstrate strong stakeholder management skills, as well as, line manager (or similar) experience. * Experience of managing client relationships at all levels * Experience of creating and maintaining service catalogues * Track record of continual service improvement * Experience with cloud based services * Excellent communication skills, both written and verbal * Experience working with telecommunication operators What can we offer you? This position offers a competitive salary and benefits package, including bonus scheme, private medical insurance and pension, along with a whole host of flexible benefits to include flexi-time, travel insurance and dental care. Security Due to the nature of this position, candidates should be in possession of a current, or able to achieve, HMG SC clearance and be eligible (and willing) to achieve DV clearance. We will assist in the transfer of any current clearance you may already hold, as well as, pay a high level clearance bonus. We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs. Closing date for this position is Friday 12th June.