Reporting to the Head of Managed Services, the Lead Service Delivery Manager will provide the primary point of contact for one or more of our strategic clients. The successful candidate will also lead a team of Service Delivery Managers and oversee the delivery of services across multiple accounts and business sectors.
Whilst the focus is on ensuring the contracted scope of service is delivered effectively and efficiently to meet and exceed Service Level Agreements, we are also looking for a SDM who can mentor and coach the team in working in a highly consistent and customer centric fashion, with the aim of embedding a culture of service excellence and high customer satisfaction.
Key duties & responsibilities
Provide leadership and mentoring for a team of SDM’s, identifying areas where support and development is required and embedding a consistent, high quality approach to the Service Delivery Management as a functional team
Primary service delivery contact for strategic managed services clients providing a technical contact and escalation point for all operational and technical service issues
Planning and prioritising activities to avoid conflicting demands on resources
Track and report financials for the individual account engagements and the wider SDM function
Ensure that regulatory and statutory obligations to OryxAlign and our clients are met, delivering high quality reporting materials and management information to customers and internal stakeholders.
Ensuring SLA’s are managed, tracked and achieved
Working with Account Managers and the Head of Account Management to ensure that services are aligned to commercial / contractual outcomes and invoicing and billing is accurate
Providing monthly client facing performance reporting and ensuring where required that formal reviews are held to review data including: trend analysis, major incidents, service exceptions, service requests and service consumption / capacity, service improvement, quality and audit tracking
Working with teams across the business to ensure standards are met and maintained and that policies are adhered to within the operations & service management department
Supplier & vendor management relating to the delivery of client services
Working with the Project Management, Engineering and Service Introduction functions to ensure adequate service transition in the project delivery process
Develop and own a service improvement plan including the application and management of KPI’s.
Reinforce good practice in ITIL processes and act as an authoritative source for all service delivery matters
Skills and experience
5+ years’ experience in Technical IT Services & Service Delivery Management in an SLA based, multi-tenanted environment, specifically in the technology services sector
Technical IT infrastructure & engineering experience
Budgeting and cost management
Experience in the definition of Service Level Agreements, their implementation and management
Strong track record in leadership and continual service improvement techniques
IT security best practice awareness
Excellent customer facing skills in a Service Management role
Supplier management experience
Excellent written and verbal communications
Report generation and statistical analysis.
ISO27001, 9001 & 20000 experience, ITIL V3 Foundation minimum