Job Ref: 212794671

Date: 2020-11-23 15:55:30

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Service Delivery Manager – Milton Keynes / Home working – Permanent – Excellent Negotiable Salary – Excellent Benefits.

We are seeking applications from experienced Service Delivery / Key Account Managers with experience in delivering client lead software development and integration projects. Service Delivery Managers are the primary liaison between our customers and internal & external service providers. You will be running the operations delivery and management of ITIL service management policies, processes, and procedures within the Service Operations Team.

In this role your working day will include.

Providing the escalation point for client incidents to ensure that they are resolved to the satisfaction of all parties as well as managing major incidents, co-ordinating internal resources and providing communications to the client until resolution.
Working closely with internal development teams to ensure that any outstanding incident fixes are delivered within the agreed SLA.
Conducting Investigative and report work on all breaches of OLA’s and SLA’s and manage the proposal and implementation of solutions to prevent future occurrences may also be required.
Representing the interests of Service Operations to ensure that internal projects are transitioned into BAU efficiently.
Accountable for the efficiency of Service Management, to Identify and implement activities to improve live ITIL service quality and improve the productivity and effectiveness of client support services.
Acting as a customer advocate within White Clarke Group ensuring best practices to maintain and improve customer satisfaction.
Own and manage the ITIL Service Management processes
Skills / Experience –

Experienced SDM, Senior Service Analyst OR Account Manager, with a history of supporting software delivery and development to a broad spectrum of clients.

ITIL v3 qualified
Expert in client relationship management
Strong problem resolution management skills
Excellent interpersonal and communication skills within a customer service role
Remote Working – Due to the Covid-19 Pandemic the end client now operates a work from home policy. As such we can consider candidates who live outside of a normal commutable range. However, applicants must be prepared to travel to the main office location if required

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