IT Service Delivery Manager (SDM)

Job Type:
Full Time
South East


IT Service Delivery Manager (SDM) required by innovative and successful IT company based in Wokingham. Competitive salary offered.

Our client now requires a IT Service Delivery Manager (SDM) to take responsibility for the delivery of services within assigned customer contracts,  ensuring agreed service levels met or exceeded and that effective processes and service strategies in place to meet customer requirements. With at least 5 years experience in the IT field service industry, you will demonstrate strong interpersonal skills and customer service skills and have solid experience of working in complex, multi-cultural and matrix managed organizations.

-Develop multi-level relationships with customer to understand their business drivers and operational needs.
-Agree service review strategy with customer; attending meetings as agreed.
-Proactively monitor the service, acting as escalation route for Incident resolution, as required.
-Measure SLA and KPI performance, report results, identify and instigate actions to improve quality of services. This will include monitoring of trends, root cause analysis of identified
 issues and the determination of corrective action plans in the form of a SIP (Service Improvement Plan).
-Manage change process for customer contracts.
-Work with Head of Operations to transition new services for assigned customers into live operations i.e. ‘steady state’.
-Work with internal groups to create and develop robust operational processes which deliver services that meet or exceed customer expectations.
-Support Partner Manager in the formal engagement of partners responsible for delivering services.
-Report financial aspects of contract i.e. profitability, revenue growth to Business.
-Work with Logistics Manager to develop logistics strategy for assigned accounts.
-Responsible for the billing process of assigned accounts including the identification of out of scope work.
-Write Customer scopes of work prior to service commencement.
-Identify potential service offerings to customer, working with sales team to secure additional business.

Key Experience:
-Proven track record in service/operational delivery.
-Proactive change agent, able to understand both the clients and business requirements.
-Project Management appreciation.
-Evidence of Budget/P&L Management capability.

Technical ability:
-A sound working understanding in IT technologies e.g. Networking/End User technologies/Voice technologies
-ITIL and Prince2 certification

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