Overview
The Service Delivery Manager will oversee the delivery of IT services within a Contact Centre Support Team, ensuring compliance with SLAs and managing client expectations in a dynamic environment. This contract position involves collaborating closely with customers and internal teams to enhance service delivery while driving service improvement initiatives based on performance metrics and customer feedback. The role is suited for individuals with a strong technical background in IT service management and experience in managing service teams.
Responsibilities
- Oversee end-to-end delivery of IT services across infrastructure and support functions.
- Ensure services are delivered in line with agreed SLAs, KPIs and compliance requirements.
- Monitor service performance metrics, analyze trends, and generate detailed reports.
- Act as the main point of contact for the customer on service delivery and performance.
- Manage incident, problem and change management processes following ITIL best practices.
- Coordinate with internal infrastructure, development and support teams to resolve issues.
- Drive service improvement initiatives based on performance data and customer feedback.
- Manage vendor relationships and third-party service providers.
Requirements
- Active DV Clearance as a UK Sole National.
- Strong experience in IT service delivery and operations.
- Familiarity with IT service management frameworks and ITIL v3 or v4 certification preferred.
- Experience with ITSM tools such as ServiceNow, Jira Service Management or CA Service Desk.
- Excellent communication, stakeholder management and conflict resolution skills.
- Proven ability to manage multiple projects and priorities under pressure.
- Experience managing cross-functional teams in a complex technical environment.
- Background in application hosting or infrastructure components related to IT service delivery.