Job expirat
The Service Delivery Manager role provides the operational point of contact for the Client and Client Support Management community into Operations, for particular customers who receives service from within the Service Lines. The SDM is responsible for assuring the introduction, delivery and improvement of services to the committed Service Level Agreements [SLAs].
• Manage the service delivery of the operational teams, and keep a close relationship with the client.
• Manage the Incidents and Service Requests queue and negotiate priorities and escalations when required.
• Ensuring SLA compliance of all incidents, requests and changes.
• Creation of weekly and monthly service reports
• Manage the testing of new releases and changes via the Change Management process, attend CAB meetings, and work together with the CSM to provide the final approvals.
• Lead role in starting, running and closing the Service Introduction for each new project, in collaboration with the CSM and Project Manager.
• Review capacity report and assign corrective actions.
• Manage the account Continuous Service Improvement programme, assign and follow up on the corrective actions and manage the CSI Register.
What skills are we looking for?
As a perfect candidate you will possess high customer care skills and also a very good analytical thinking. A good understanding of infrastructure and web development technologies and is required.
Mandatory skills:
• Experience of working within a busy IT customer services and support operation;
• Experience of direct communication with senior client management and the effective coordination of tasks with client management.
• A clear understanding of the relationship between IT and Business;
• Previous experience in a systems administration role providing support to desktop, infrastructure and hosting technologies (i.e. Active Directory, DNS, DHCP, IIS)
• Experience planning/writing support procedures for a large IT support hierarchy and with IT Service Management tools
• Customer oriented – active listening and understands customers’ needs;
• Innovation and change – uses initiative and suggests solutions/workarounds where appropriate to meet customer and business expectations;
• Medium to high excel knowledge; also capable of identifying trends and using statistics to interpret data;
• Organised, analytical and methodical, structured approach to work, attention to details;
• ITIL Foundation certification.
• Strong written and verbal communication skills in English;
Desirable skills:
• Experience in delivering infrastructure and hosting services
• Service operations and people management experience.
• Understanding of Deployment and Release Management
• Technical Certifications (MCTS, MCITP, MCSA, CCNA, etc) are a plus.
• Experience is delivering Networking, UNIX and Security services is a plus.
• Knowledge of IT managed service contracts and SLA/OLA structure
• Training and development within Endava University
• Opportunities for training and working abroad
• Competitive salary package
• Sport package
• Medical insurance
• Team-building activities
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.
