WANTED: Service Delivery Manager that values stakeholder relationships and continuous improvement. An individual that drives service excellence by building high-performing teams and delivering the highest levels of service for cross-functional stakeholders at all levels.

Your mission: To develop and build the service delivery function, both the people, processes and technology. To manage the service desk function, incident, and problem management and take repetitive issues into project engineering. You will work with the IT Director and be empowered to take the existing service delivery team forward, in order to handle all BAU service delivery, for a public/private sector organisation that is scaling quickly.

Role Basics

Team leadership - service desk, incident and problem management (small team)
Grow and build then function, processes - ITIL
Establishing and adhering to contracted SLAs and KPIs
Reporting
Service level management
Relationship management
Financial and commercial management
Risk management

What we're looking for in you!

Thorough understanding of the services provided
Experience in external client-facing roles delivering IT services
Ability to plan, run and manage effective meetings at all levels.
Strong relationship skills at Senior Management and Director Level, projecting a professional image, strong collaborative working capability to ensure all teams deliver to their full potential.
Continuous improvement ethic – able to identify and implement service improvements.
Strong reporting and analytical capability.
Good commercial awareness with an ability to create and present management-level reporting
Ability to understand and interpret legal contracts
Excellent matrix management skills to ensure all teams deliver to their full potential
Continuous improvement ethic – able to identify and implement service improvements.
Strong reporting and analytical capability
Experience of service management systems - Jira, ServiceNow, etc.

More about our client!

This organisation puts people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, they create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating diversity and doing more to minimise the impact they have on the environment. They also don't just say it, they live and breathe it too.

Benefits

You will receive a wide range of benefits:

25 days holiday
Flexi time
1-day additional holiday per month can be accrued
Core hour 10 - 4 pm
Incredible work/life balance
Hybrid working 2 to 3 days in Nottingham
Health cover
Cycle2work
Free on-site parking
Pension scheme
Life cover

They’re a passionate bunch and they're always on the lookout for hungry people who want to realise their potential. As a business, they never stand still. Neither do their people. In fact, they are encouraged to follow their own path and within the organisation there are countless career opportunities.

To find out more please reach out to me, Simon Bucknell. You can do this by sending me a connection request on Linkedin, if you'd like to have a chat before applying, or by applying to this role!

This team is down to earth and cares about providing the perfect life-work balance. They try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as they continue to grow, they're determined to hold true to their values and culture, which has always been based on delivering a great service delivery experience by providing solutions based on technical excellence.

IT Service Delivery Manager