Information Technology Service Delivery Manager

IT Service Delivery ManagerLocation: WiganSalary: 50 – 55’000Hours of Work: Hours as required; based on site a 40 hours per week. Inclusion in out of hours rota as and when requiredI am looking for an experienced Service Delivery Manager, working for our clients leading Managed Network IT Solutions business. The Service Delivery Manager (SDM) is a crucial role in the business, ensuring the efficient delivery of services and maintaining client satisfaction, acting as the single point of contact for the customer escalations.Main / Core Duties:Client Relationship Management: Responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.Service Quality Assurance: Oversee the quality of services provided, making sure that they meet established standards and that customers are satisfied with the service levels.Service Development: To continually seek to develop service and make improvements. To extend all services to existing and new stakeholders. To work with colleagues and partners to explore possibilities for service developmentStaffing and Staffing Development: IT Support Teams to ensure smooth handling of ITIL ProcessesQuality Assurance: To plan and organise service delivery effectively and efficiently, run routine and pre-planned meeting with the customer & managementEnsuring ITIL principles are followed.Service Improvement: Identifying opportunities for service improvement, efficiency enhancement, and cost reduction is a key aspect of the role.Performance Monitoring: They monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.Problem Resolution: Responsible for resolving any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.Communication Skills: Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively.Problem-Solving Skills: The ability to analyse complex problems and develop solutions is crucial in this role.Reporting: Monthly reports/calls – In depth reporting on SLA's, Monthly Service reviews on overall performance.Quarterly service review meetings – Review performance on a quarterly basis and review IT strategy over the coming monthsOperational Planning: To deliver support services effectively and efficiently.To ensure infrastructure services are available during core operational times for given areas of responsibility.Follow agreed processes and procedures for handling of problems and major incidents. Deal with priority one incidents; escalating immediately to management; may be the principle contact with a customer for a Priority One incident.In the event of recurring incidents with significant repercussions, take ownership and apply the measures necessary to achieve a permanent solution.Benchmark, analyse, report on, and make recommendations for the improvement and growth of IT Service Delivery and its customers.Keep current with ITIL best practise, service industry and educational developments.Assist in the implementation of all IT policies and procedures, especially those for service provision.Qualifications required:University degree or college diploma in the field of computer science or equivalent work experience.Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.Understanding and preferable experience of ITIL processes and service delivery software is advantageous.A very analytical mind, able to tackle a problem from different angles and make decisions quickly.Strong communication and negotiation skillsAdvantageous to have good understanding and experience of project management principles.