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Service Delivery Manager

Application Management


  • Managing day to day delivery of services in order to achieve the agreed Service Level Targets
  • Acting as bridge between client dedicated account teams and AM and other shared delivery teams
  • Managing client communications for incidents and change
  • Ensuring client specific knowledge and processes are understood and maintained for delivery teams
  • Acting as single point of contact for client counterparts for end to end delivery of projects and services throughout the lifecycle
  • Accountable for transitioning new services or clients into support; driving completion of service acceptance, technical assurance and handover processes and collaborating with Project
  • Working with internal Service Management team to ensure all Endava ITIL based processes are implemented to meet client and contractual requirements
  • Regularly reviewing SLA and Quality reports/KPIs with Unit Head ensuring that action plans are documented and followed-up to improve overall quality of service
  • Driving improvements and maintaining consistency in the performance of the services, ensuring that it meets high levels of quality
  • Reporting activity through a range of regular and ad-hoc reports
  • Maintenance of the Project Accounting System forecast and the Timesheet approvals
  • Participate in preparation of commercial propositions
  • Managing contract documents as per the agreed processes
  • Running meetings.


Qualifications and Experience

As a perfect candidate you will possess high customer care skills and also a very good analytical thinking.

Mandatory skills:

  • Experience of working within a busy IT customer services and support operation
  • Strong written and verbal communication skills in both English and [local language]
  • Familiarity with ITIL concepts and practice
  • Demonstration of good commercial awareness
  • Experience of direct communication with senior client management and effective coordination of tasks with client management
  • A clear understanding of the relationship between IT and the client business
  • Medium to high excel knowledge; also capable of identifying trends and using statistics to interpret data
  • Organized, analytical and methodical, structured approach to work, attention to details
  • Willingness to travel to the UK (or other locations as required) for short term assignments from time to time particularly at the service transition stage


Desirable skills:

  • A good understanding of web development technologies
  • Experience planning/writing support procedures with IT Service Management tools
  • Service operations and project management experience
  • Understanding of Deployment and Release Management
  • ITIL Foundation Certification
  • Knowledge of SLA/OLA structure


About Endava

Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 8200 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia and Uruguay.

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