Social network you want to login/join with:
Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We're dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement, to join our expanding Service Management Capability and Managed Service team to support our continued growth. We are currently looking for a Service Delivery Manager to join us.
Responsibilities of Our Service Delivery Managers:
1. Lead one or more managed service engagements for BJSS clients.
2. Build strong client relationships fostering a partnering approach to Service Delivery.
3. Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes such as Incident, Request Fulfilment, Problem, Access Management, Event, Change Management, and Release Management, both from our offices and at client sites as required.
4. Ensure client-reported issues are logged and maintained in the service management toolset, and resolved in line with documented Service Levels.
5. Attain the required knowledge of the client, platform, and application to provide the necessary support.
6. Know when to escalate issues requiring additional attention.
7. Lead the creation of ITIL-aligned processes and procedures and transition these into live operations.
8. Work closely with technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients for their platforms and applications.
9. Continuously assess the suitability of processes and procedures, recommending and implementing changes as appropriate to ensure efficiency.
10. Operate in Agile working environments with varying Agile practices.
11. Support cloud environments in AWS and Azure.
About You:
Alongside extensive Service Desk Management experience within an Application Support environment and managing hosting suppliers, we look for:
1. Experience managing 2nd and 3rd line support services.
2. Supporting cloud environments.
3. Experience in Service Design and Service Transition.
4. ITIL certifications with strong knowledge and experience across all ITIL processes.
5. Experience with multiple implementations.
6. Understanding of management of commercial contracts.
7. ISO9001/ISO27001 knowledge and experience.
8. Experience mapping, documenting, and improving business processes.
9. Understanding of software development methodologies, Project Management, and Agile practices.
10. A pragmatic, flexible approach to customer needs while maintaining solid service management.
11. Technical knowledge of IT infrastructure and software.
12. A passion for Service Management and continuous improvement.
13. A 'can do' attitude.
14. Strong communication and presentation skills.
Some of the Perks:
* Flexible benefits allowance – choose how to spend it (pension, healthcare, dental, etc.)
* Industry-leading health and wellbeing plan, including 24/7 GP services and mental health support.
* Life Assurance (4x annual salary).
* 25 days annual leave plus bank holidays.
* Hybrid working model with flexibility to split time between office, client site, and WFH.
* Discounts from various retail, lifestyle, and utility brands.
* Referral scheme with no limits on referrals.
* Holiday buy/sell options.
* Electric vehicle scheme.
* Training and certification opportunities, including access to O’Reilly.
* Opportunities to participate in initiatives promoting diversity in tech.
* Supportive team environment with growth opportunities.
* Active social calendar including town halls, team nights out, and family events.
#J-18808-Ljbffr