Job Title: Service Delivery Manager
Location: Feltham Work Mode: Mostly Remote with Occasional Client Visit Job Type: Full-Time
About the Role: We are seeking a highly motivated and experienced
Service Delivery Manager (SDM)
to oversee the delivery of IT services to our valued clients. In this role, you will act as the primary point of contact for service-related matters, ensuring that services are delivered efficiently, meet client expectations, and align with agreed Service Level Agreements (SLAs). This is a key leadership position requiring excellent communication, organizational, and problem-solving skills to drive exceptional service delivery and continuous improvement.
Key Responsibilities: Service Management:
Oversee the delivery of IT and business services, ensuring alignment with SLAs and performance metrics. Customer Engagement:
Build and maintain strong relationships with clients, acting as their advocate within the organization. Incident and Problem Resolution:
Manage escalations, coordinate resolutions, and ensure issues are addressed promptly. Team Leadership:
Collaborate with technical teams and manage resources to support service delivery. Continuous Improvement:
Identify opportunities to optimize service delivery processes and implement best practices. Reporting:
Prepare and present detailed service performance reports to stakeholders. Compliance:
Ensure all service activities adhere to legal, regulatory, and company standards. Essential Skills & Experience: Proven experience in a
Service Delivery Manager
or similar role. Strong understanding of IT Service Management (ITSM) frameworks such as
ITIL . Exceptional customer service and relationship management skills. Proficient in managing SLAs, KPIs, and service performance metrics. Experience with ticketing and ITSM tools (e.g., ServiceNow, Jira). Basic technical knowledge of IT infrastructure, networking, and cloud services. Excellent communication, leadership, and problem-solving abilities. Preferred Qualifications: ITIL Foundation or higher certification. Experience working in
IT services ,
networking , or
telecommunications
industries. Familiarity with service delivery in hybrid or cloud environments.
#J-18808-Ljbffr
Location: Feltham Work Mode: Mostly Remote with Occasional Client Visit Job Type: Full-Time
About the Role: We are seeking a highly motivated and experienced
Service Delivery Manager (SDM)
to oversee the delivery of IT services to our valued clients. In this role, you will act as the primary point of contact for service-related matters, ensuring that services are delivered efficiently, meet client expectations, and align with agreed Service Level Agreements (SLAs). This is a key leadership position requiring excellent communication, organizational, and problem-solving skills to drive exceptional service delivery and continuous improvement.
Key Responsibilities: Service Management:
Oversee the delivery of IT and business services, ensuring alignment with SLAs and performance metrics. Customer Engagement:
Build and maintain strong relationships with clients, acting as their advocate within the organization. Incident and Problem Resolution:
Manage escalations, coordinate resolutions, and ensure issues are addressed promptly. Team Leadership:
Collaborate with technical teams and manage resources to support service delivery. Continuous Improvement:
Identify opportunities to optimize service delivery processes and implement best practices. Reporting:
Prepare and present detailed service performance reports to stakeholders. Compliance:
Ensure all service activities adhere to legal, regulatory, and company standards. Essential Skills & Experience: Proven experience in a
Service Delivery Manager
or similar role. Strong understanding of IT Service Management (ITSM) frameworks such as
ITIL . Exceptional customer service and relationship management skills. Proficient in managing SLAs, KPIs, and service performance metrics. Experience with ticketing and ITSM tools (e.g., ServiceNow, Jira). Basic technical knowledge of IT infrastructure, networking, and cloud services. Excellent communication, leadership, and problem-solving abilities. Preferred Qualifications: ITIL Foundation or higher certification. Experience working in
IT services ,
networking , or
telecommunications
industries. Familiarity with service delivery in hybrid or cloud environments.
#J-18808-Ljbffr
