Service Delivery Manager

Our client is currently seeking a Service Delivery Manager on a 6 month contract. The Service Delivery Manager will have worked in a Senior of Lead capacity with a strong background in Incident and Change Management. The Service Delivery Manager will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major Incident Reports and relevant Management Information reports as required on a day to day basis to support customer expectations.

This is a hybrid based role with the need to be in the office in Kent 2 days per week.

Key Responsibilities for the Service Delivery Manager

• Support the Technology Service Delivery Management team to maintain a strong service relationship with business stakeholders through regular engagement, ensuring continued buy in, transparency of decision making and evangelising the continued value of the Service Delivery capabilities. Ensure that board reporting is transparent, accurate and positively reflected with the appropriate attention to stakeholder viewpoints.
• Own allocated business unit Problem, Incident and Service Request fulfillment management including ensuring that all SLA's are reported, achieved and customer expectations are met (or exceeded) at all times. Specifically including management of more proactive, quality related activities in addition to service levels.
• Hold full responsibility for the end-to-end service provision to the allocated business unit; acting as a single point for escalation, and at all times ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.

Key Experience for the Head of IT Service Delivery

• Experienced in Shared Services (EUC/Service Desk/etc)
• ITIL Managing Professional

• Strong background in Incident Management
• Operated in a Senior / Lead level previously
• Experience of shaping processes where necessary

Please apply as directed!