Service Delivery Manager

  • Location

    West Yorkshire, England

  • Sector:

    Service Manager

  • Job type:


  • Salary:

    Up to £0.00 per annum + 6k car allowance and 25% bonus

  • Contact:

    Jenny Rostron

  • Contact email:


  • Job ref:


  • Published:

    5 months ago

  • Expiry date:


  • Consultant:


Service Delivery Manager
Location - West Yorkshire or Warsaw
Salary - Competitive plus 6k car allowance and 25% bonus!

You are responsible for managing the support teams that deliver the internal Service Management capability which provides operational support, monitoring and recovery of all applications and infrastructure designed, built and operated for the services you are accountable for. In addition, you are responsible for working within Service Transition in connection with the services you are accountable for.

Role Responsibilities

* Ensures that proactive service improvements and optimisation activities for services are identified and, if approved by IT leadership, delivered to reduce unplanned IT outages / negative business impact
* Ensures new service and system take-on and small changes are managed with minimal business impact
* Delivers IT service take-on and transition processes for systems ensuring that changes are applied in a timely, reliable and low impact manner
* Manages Service Transition Process for projects within aligned services
* Assists with and respond to internal and external audits
* Contributes to ensuring costs are controlled and budgets optimised for services
* Manages software licenses to maintain a compliant position and plans for renewal
* Delivers IT service management processes through a combination of internally and externally sourced team members to ensure that incidents and problems are resolved
* Engages effectively with senior stakeholders in IT, the internal Business and systems for IT service matters
* Works collaboratively with the Market IT teams on Service Management matters to deliver consistent and integrated systems related services across all markets
* Reports on service management processes (ITIL based) incl. incidents and problems.
* Service Transition reporting
* Responsible for ensuring service related suppliers meet contractual obligations, working in conjunction with the contract management team
* Conducts operational review meetings with suppliers ensuring rewards and penalties applied as appropriate and the business perspective is presented
* Contract change notes agreed in conjunction Commercial Management Statement of impact on and management of in-country Third Parties
* Driving the suppliers to make sure theyre working effectively together to resolve all issues
* Making sure that all parties are communicating effectively together and providing sufficient communication to the wider audience
* Defining Communication and Escalation points
* Working between Service Delivery Team and Project Managers.

Your Skills and Experiences

* Expert knowledge of IT Service Delivery and Service Transition, tools and techniques
* Strong influencing and relationship management skills including during pressured situations
* Strong internal stakeholder and external supplier management expertise
* Strong written and verbal communication skills
* Analytical mind-set to identify opportunities for service improvement
* Experienced at working in multi-vendor situations
* Presentation and reporting

* International travel is to be expected