Service Delivery Manager with ITIL knowledge and proven experience of delivering IT supply service management into large multi-site / multi-country corporate customers is required for our global customer, where the previous incumbent has been promoted.
The successful Service Delivery Manager will be the primary IT management contact responsible for all IT service-related matters that includes: identifying business-critical requirements for IT service problem and resolution through IT supply organisations; initiating and coordinating fault diagnosis and resolution across several internal and external service provider support teams; initiating and leading service improvement programmes and initiatives; providing infrastructure project support; maintaining and revising service improvement plans; ensuring SLA’s are tracked and reported appropriately; representing the business in supplier review meetings; reporting problem resolution on escalated issues; representing the IT organisation on Service Management boards and liaising directly with IT Supply Service Management globally.
Service Delivery Managers applying should consider themselves to be an independent go-getter, confident, engaging, proactive, forward thinking, and capable of managing expectations with an empathetic approach.
Service Delivery Managers applying should be skilled in engaging with non-technical and technical people across Operations, HR, Finance etc. and be able to tailor the support delivery approach to fit individual departmental needs if required.
Service Delivery Managers must have proven experience in providing IT service delivery into large corporate supplier / customer accounts (either multi-site, multi-country or globally) with distributed business teams, suppliers, and customers; particularly when it comes to negotiating service contracts and engaging with legal teams.
Service Delivery Managers must have proven experience of working within IT Management or IT Service Delivery positions with demonstrable customer service capability, strong IT service and business awareness, ITIL knowledge and experience of implementing Disaster Recovery, Business Continuity and / or Contingency Planning etc.