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The Service Delivery Operations Manager at Endava is responsible for the management of a team of Service Delivery Managers (SDM) who are in turn responsible for assuring the introduction, delivery and improvement of services to the committed Service Level Agreements [SLAs] for a variety of Endava’s clients.
The Managed Services group within Endava is responsible for a wide range of services to a prestigious list of international clients. Services range from 1st level support through to infrastructure support and hosting, Cloud services and Application Management.
This role is located in our Cluj-Napoca office.
Responsibilities:
People Management
• Performance Management and Staff Development
• Ensure team and individual KPI targets are achieved
• Undertake necessary actions to meet team KPI targets or to prevent targets not being met
• Provide coaching and support to the team, constructive & positive feedback
• Regularly evaluate staff performance through performance reviews (at least once a year, every six months recommended)
• Define career development plans for each team member
• Creates SMART objectives based on the wider MSD objectives
• Perform Salary reviews and grade promotions to the members of the team
• Motivate the team and get the buy-in towards common goals
• Responsible for the team training needs in line with the SDM practice development and personal development
• Coaching and growing of other leaders within the SDM team where needed
Recruitment & Resourcing
• Perform interviews and make decisions about the Job Offer, salary, grade, and the accounts that the candidate will work on, based on the skills, seniority, and autonomy of the candidate
• Owner of the SDM “technical” recruitment process, designs and implements the process
• Point of contact for new SDM needs within different accounts, proactively assess the productivity into accounts, and estimate/evaluate the needs
• Responsible for the billability of the SDM team
• Coordinate new starter induction and team trainings / workshops so that the service provided to the Customer is not affected
Match Your Skills
Mandatory skills
• Strong written and verbal communication skills in both English and Romanian – successful applicants should be friendly, and able to communicate well at various levels within a business and with end-users of various skills and experience
• Experience in managing teams
• Experience managing the delivery of similar ITIL aligned services to SLA’s
• ITIL Foundation certification or higher
• Medium to high level of excel knowledge; also capable of identifying trends and using statistics to interpret data
• People oriented – able to manage different personalities and take appropriate actions for handling potential conflicts within the teams
• Calmness – able to deal with pressured staff working to deadlines and work shifts
• Demonstration of good commercial awareness
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior business staff
• Management of customer expectations for delivery of service levels
Desirable skills:
• Understanding of Software Development Lifecycle
• Prince 2 or other project management certifications
Endava is a well-established IT Services company, with over 600 staff operating from our headquarters in London and offices in the UK (London, Oxford), USA (New York), Romania (Bucharest, Cluj-Napoca, Iasi) and Moldova (Chisinau).
We design, implement and manage business-critical systems and digital services for the financial services, telecommunications, media & entertainment and professional services sectors.
Endava is a fast growing organisation where you will find an international environment and rewarding opportunities. You will be involved in challenging projects for some of the world’s leading companies and use proven technology practice.
We always aim to attract the most talented IT professionals as well as experienced business specialists. We foster an environment of learning and sharing, encouraging our staff to develop relevant skills and increase performance. We value proactive professionals and support them in developing their leadership talent.
