Service Delivery Manager
Full time Permanent
Location: Hybrid working - Birmingham/Remote (1 day per week onsite)
The starting salary is upto £65,000, plus company benefits including pension and private medical cover
Start date: Candidates must be able to start by end August 2024 - candidates who are available immediately would be ideal

An accomplished, Midlands based Service Delivery Manager is required for this superb opening, to work in our leading global client's expanding IT services division as they expand their portfolio of services.

Firstly, the successful candidate will have significant Contracts Management/Procurement experience, and secondary, there is a Service Design element of this role which is going to be very important moving forward.

Our client is also looking for someone who can mature the Service Delivery processes and Continuous Service Improvement is fundamental to this role.

Key responsibilities:

• First priority in the role will be looking at the Service Design - Service Design/Service Transition experience is a key attribute
• The Service Lead assists in the delivery, performance, and quality of IT services of outsourced partners and internal delivery teams ensuring that these meet the current and future business requirements
• Works at a day-to-day operational level in collaboration with the SIAM/ITSM function, internal teams and delivery partners to ensure a consistent service
• The role focus' on protecting live IT services following robust process and providing accurate and consistent information
• Understanding agreed Service Levels and ensuring SLAs and KPIs align across all IT teams and delivery partners
• Plays a prominent role in Incident, Change and Problem Management activities
• Working with Product Owners in the creation and maintenance of the service catalogue, associated workflow and documentation to enable efficient operations

Ideal experience:

• Significant experience in a multi-vendor operational service environment
• Strong Service Design & Service Transition experience
• Strong Contracts Management/Procurement experience
• Stakeholder management is key
• Helpdesk background ideal - a technical background around Incidents. Networking is key.
• ServiceNow or Halo experience
• Financial sector background ideal - someone used to working under strict governance, data protection practices
• Demonstrates a good knowledge of data and functional analysis, tools and techniques
• Track record of operational governance and delivery across global user geographies
• Previous experience of working in complex, geographically diverse, integrated solutions
• Good working knowledge and experience of Service Management methodologies ITIL and/or CMMI
• Exerience of Incident, Change and Problem Management activities.
• ITIL Foundation (ideally Service Tower(s)
• Understanding of project management methodologies (Prince2, Agile, Scrum, Kanban)

If you are interested in the role and would like to apply, please do so by clicking the link, or contacting Jackie Dean at Jumar for immediate consideration.

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