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Senior Service Delivery Manager

Service Delivery


  • Developing client relationships.
  • Contractual Management: actively participates in Client / internal contract negotiations
  • Production of Service Design requirements.
  • Contributes to the efficient estimation of costs, timescales and resource requirements for the successful delivery of service commitments.   
  • Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client and kept up to date with contracted services.
  • Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client services.
  • Process Management: establishment and maintenance of the processes required in the provision of Client services.              
  • Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets).
  • Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
  • CSAT: monitors and influences improved customer experience.
  • Problem Management:  contributes to problems being addressed in a timely manner, and with minimum impact.
  • Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.       
  • Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.                                                   
  • Service Improvement Management: ensures Continual Service Improvement (CSI).
  • Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
  • Acts as bridge between the client and internal operation managers.


Qualifications and Experience

  • Experience working in delivery of similar ITIL aligned services to SLAs.
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
  • Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
  • Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
  • Managing multiple work streams, internal resources and dynamic client priorities.
  • Excellent written and spoken English.
  • Able to write clear and articulate reports.
  • Diplomatic and able to remain calm under pressure.


Additional Information

The following skills would be a plus:

  • Project Management
  • Experience working on service transitions
  • Previous experience working with shared delivery teams
  • Previous experience working with off-shore or near-shore teams
  • Technical background with software development, application support or infrastructure

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