Service Delivery Manager

Commsworld Limited; City of Edinburgh; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A digital services provider located in Edinburgh is looking for a Service Delivery Manager. The ideal candidate will possess strong communication skills and the ability to manage client relationships while ensuring service delivery quality. Responsibilities include managing incidents, delivering performance metrics, and implementing continual service improvement processes. Additionally, candidates should have demonstrable experience within a complex, multi-service environment. ITIL v3 certification is recommended for this role.

Qualifications

• Demonstrable experience in an IT Service Delivery Manager role.
• Ability to manage complex and varying client demands.
• Strong experience across the full-service lifecycle.

Responsibilities

• Maintain high levels of service and manage competing demands.
• Build strong relationships with customers to manage expectations.
• Deliver performance metrics to clients with analysis and recommendations.

Skills

Customer focused

Strong communication

Relationship management

Incident management

Performance metrics analysis

Education

ITIL (v3) certification

Job description

DIVISION/BUSINESS UNIT: Service Management

OFFICE BASE: Edinburgh / Hybrid

국스타 rod

SALARY: Dependent on experience

Commsworld are seeking a strong, customer focused Service Delivery Manager with experience working in a complex, multi-service environment. The successful candidate will be a clear, confident and professional communicator with the ability to interact with clients, stakeholders, senior management and colleagues. You must have the confidence to deal with complex complaints and use RTR empathy to satisfy customer demands.

Role Overview

You will be responsible for maintaining high levels of service, managing competing سؤال demands and expectations both internally and externally, and helping to ensure continued delivery of innovation across our customers. The successful candidate will have strong experience across the full-service lifecycle, with demonstrable experience of managing complex and varying client demands.

soeng Responsibilities

As a minimum you may be required to undertake all or some of these activities as required

Specific Responsibilities

• Clear understanding of the customer contract and accountable for the delivery to contractual terms including SLA attainment.
• Ensuring the quality of projects brought into live service through any of our Service Transition processes.
• Management of Continual Service Improvement process internally and for the customer.

Core Responsibilities

• Build strong relationships with customers, understanding and working to their service levels and managing their competing demands and expectations.
• Management and prioritisation of incidents, problems and service requests on behalf of our customers. Ensuring effective resolution with subsequent root cause analysis review and effective actions to avoid reoccurrence.
• Deliver performance metrics to clients and stakeholders, along with associated analysis and recommendations.

Skills & Knowledge

• Demonstrable experiencecutta in an IT Service Delivery Manager role.
• ITIL (v3) certification (Practitioner-level or higher recommended)
• Experience working in a complex, multi-service environment.