IT Service Delivery Manager

IT SERVICE DELIVERY MANAGER

DARTFORD

CIRCA 55000

IMMEDIATE START

Bridge Recruitment are proud to have partnered with this high-profile organisation who are seeking to recruit an

IT SERVICE DELIVERY MANAGER to join their expanding team. This Company is a business to business and systems development consultancy, optimising automation and implementing machine learning and other application software tools and infrastructure systems for organisations. They have been rated as a world leader in data governance application software.

THE OPPORTUNITY

Seeking an experienced IT SERVICE DELIVERY MANAGER who will be responsible for owning the end-to-end operational services for the business portfolio as well as acting as a primary interface with key strategic accounts. As IT SERVICE DELIVERY MANAGER you will be responsible for planning and directing daily operational activities within the service delivery teams. Additional responsibilities will include:

• Act as the main contact for key stakeholders across strategic accounts
• Undertake customer operational service performance reporting covering service performance against SLAs, trends, costs & improvement plans reviewed with the business owners
• Take the service management lead in customer major incident management, working in conjunction with internal teams to drive service restoration, and producing high quality post major incident reports (PMIRs)
• Take ownership of incidents and requests that are passed to the service delivery teams, providing the requisite support to the wider IT operation
• Manage both internal and external stakeholders effectively, developing and maintaining lasting relationships
• Engagement with sales teams and PMO, supporting commercial activities and account plans
• As part of continuous improvement, assist with relevant ITIL disciplines - incident management, service transition, problem management, change management, service-level management etc
• Chair relevant customer meetings
• Manage customer service on-boarding
• Support customer retention by resolving customer concerns, liaise with internal teams to resolve status, production, delivery, and billing enquiries efficiently and effectively
• Ensure adherence to, and support of compliance controls and policies.

Skills and Experience

• Strong ITIL v3/v4 foundation or demonstrable experience in an ITSM team
• Experience of successfully managing customer accounts and third parties
• Knowledge of information and system/infrastructure security and compliance protocols
• Task focused and able to prioritise effectively
• Team player and a desire to achieve outstanding results
• Excellent verbal and written communications skills
• A strong desire to personally develop and grab opportunities.

Job Type

Full-time, Permanent.

Salary

(Dependent on experience): 55-60k.

Benefits

• Company pension
• Life insurance
• Employee share scheme
• Commission on contribution to customer sales
• Hybrid office/work from home
• 22 days holiday rising to 25 after 2 years.

Schedule

• 8 hour day
• Monday to Friday.

Supplemental Pay Types

• Bonus scheme.

Ability to Commute/Relocate

• Dartford, DA1

Reliably able to commute easily or plan to relocate before starting work.

HYBRID 3 days in office