Service Delivery Manager (SDM)

The Role:

Reporting to the Head of Service Management, the Service Delivery Manager is responsible for managing the delivery of exceptional IT services to meet the needs and objectives of the business. You will work with a team of technical professionals and ensure that IT services meet and exceed expectations. Your role will involve managing stakeholder relationships, optimizing service delivery processes, and driving continuous improvement initiatives.

The Service Delivery Manager will interface with the customer, delivery/project management, and all delivery resources. The Service Delivery Manager should have a broad understanding of IT operations in a Global Enterprise organisation covering IT Service, Service Now, ITIL best practice and Vendor Management.

The SDMs principal responsibilities are:

Service Delivery Management:

• Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)
• Accountable and responsible for all Service Operations Processes (Incident, Request, Problem, Capacity etc.), amend and create new processes where appropriate.
• Take ownership of all major incidents and coordinate efforts across multiple teams and departments from identification through resolution.
• Coordinates the activities for Problem Management.
• Send clear and regular communications to various stakeholders during major incidents to keep everyone informed.
• Manage the service desk tool (s), enhance and innovate where appropriate.
• Maintain, monitor and improve services.
• Liaison to customer for escalations and service quality.
• Identify project risks and issues, maintain risk register, and issues logs.

• Ensure that all operational procedures are executed.
• Responsibility for the testing and monitoring of all DR procedures.

Reporting:

• Ensure customer satisfaction levels are maintained.
• Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate.
• Major incident reporting.
• Provide input/analysis on Staff Performance
• Maintain & monitor customer satisfaction levels.

Vendor Management

• Management of local and global suppliers.
• Develop and maintain professional / trustworthy relationships with vendors.
• Negotiate pricing and contract reductions where appropriate.
• Complete vendor assessment forms.
• Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.

Compliance

• Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc).
• Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc).
• Own processes and ensure customer requirements are met (Infosec, compliance, etc).
• Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project.
• Support client audits with documentation and audit responses in relation to IT questions.

Competencies/Experience:

• 3rd Level Degree in IT Discipline or similar.
• 8+ years in a management/leadership role delivering service against SLAs or agreed targets.
• Strong leadership and influencing capabilities.
• Good presentation skills and Communication skills.
• Good documentation skills.
• PM certification desirable.
• Experience with OLAs, managing internal customers.
• Experience in working with business auditors and the associated documentation.
• Experience with managing vendors, and budgets.
• Experience leading an IT team either in Supervisor, Team Lead or Manager role.
• ITIL Certified v4 with experience in an ITIL environment,
• Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.