Job Title: IT Service Delivery Manager
IT Service Delivery Manager
IT Service Delivery Manager – ITIL, Incident Management, Service Reviews, Problem Management, Root Cause Analysis, Jira, Confluence – Hybrid (Birmingham) – £60-70k + good bens
An experienced IT Service Delivery Manager is urgently required to take responsibility for my client’s overall IT service provision to customers and stakeholders alike (internal and external). There will be considerable interaction with both clients and internal colleagues in order to enhance IT service delivery across the business.
IT Service Delivery Manager Role and Responsibilities:
– Take responsibility for the full IT Services portfolio including Incident management, problem management, change management, capacity management and prioritisation of incidents/ service requests
– Engage with clients in managing the services delivered and build strong relationships with customers
– Facilitate improved IT services via the development and implementation of necessary action plans and software delivery
– Manage performance of services to clients via SLA’s and KPI’s
– Balance competing demands and manage expectations
– Take accountability for escalations and act as the escalated point of contact for clients for IT service level issues
IT Service Delivery Manager Skills and Experience:
– Substantial experience in an IT Service Delivery Manager role for an IT Services/ Solutions provider with a focus on managing external customers
– Extensive expertise in Incident, Major Incident and Problem Management
– Strong track record in acting as an escalation and resolution point for major service-related issues
– Experience in driving continuous improvement of service plans and of leading service review meetings
– Strong ITIL process skills including ITIL certification (v3 or v4)
– Knowledge of Microsoft-based IT technologies with any of: Jira, Confluence, SharePoint, SQL, Azure or Windows very useful
You will also take responsibility for evolving the processes, solutions and standards to ensure that customers receive a best-in-class IT service and outstanding customer service, whilst identifying and minimising associated costs to maximise efficiency and ROI across the organisation.
IT Service Delivery Manager – ITIL, Incident Management, Service Reviews, Problem Management, Root Cause Analysis, Jira, Confluence – Hybrid (Birmingham) – £60-70k + good bens
Essential Recruitment is a specialist IT recruitment business with an in-depth understanding of the rapidly-changing nature of the Technology market. We build long-term relationships with our clients and candidates based on our core values of Trust, Integrity and Delivery
