Service Delivery Manager

Service Delivery Manager 

Following a period of continual growth, we are excited to be recruiting a Service Delivery Manager to join a larger dedicated team. The role is a senior position working on a client site and reporting directly to the eir evo Service Owner.

As we continue to expand, we're offering an exciting opportunity for an experienced Service Delivery Manager to take on a senior position within a growing and committed team. This role is based at a client site and plays a key part in maintaining strong service standards, with direct reporting to the eir evo Service Owner. It’s a solid next step for someone looking to shape service excellence in a dynamic environment.

• Monitor our overall Service Delivery Metrics, including, Service Levels, Incidents, process and change management and instigate appropriate actions to address any issues or non-conformance.

• Ownership of Ticket Management and performance of Team

• Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables and the associated key performance indicators (KPIs) and key Risk indicators (KRIs).

• Ensuring that proactive measures are in place to improve the quality of service that is being delivered.

• Work to continuously improve the service that we supply to our clients both from an internal and external perspective

• Maintain and monitor performance Levels for all ICT operations, controls and processes to ensure a high level of customer satisfaction.

• Attend Monthly / Quarterly Review meetings with the assigned client/s, providing report dashboards as input to Service Level Reviews.

• Manage a team of enthusiastic, skilled technicians ensuring the smooth efficient and effective delivery of systems support services.

• Comply and adhere to key support processes within an ITIL Framework.

• Foster a working environment of continual service improvement.

• Develop and maintain support documentation in accordance with company standards.

• Delivery of IT services in line with security best practices.

• Take ownership of major incidents, ensuring successful closure, effective communication and post incident review.

• Provide regular and accurate management reporting on IT Service performance

• Work closely with all partner vendors to ensure compliance and regulatory requirements around training and service delivery are met

• 8 – 10 years’ experience working in a large IT Organisation.

• Strong technical background of benefit.

• Proven commercial experience and awareness.

• Service Delivery Management capabilities in particular service level management, incident management, change management and performance management.

• Proven experience in a client facing position.

• Min  8 -10 years’ experience managing a technical team.

• Hold an ITIL v3/v4 Foundation certification in Service Management

• In-depth knowledge of IT Service Management (ITSM) processes Incident / Problem / Change etc.

• Significant experience of Stakeholder and Customer Relationship

Team Management

• Ability to mentor, guide and support a team of skilled technicians

• Excellent interpersonal, written, and verbal communication skills in English

• Problem Solving / Analytical Skills

• Strong Communication & Presentations Skills (Oral & Written)

• Works well independently and as part of a team

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs 

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