Overview
Service Delivery Manager – Looking for a commercially aware Service Delivery Manager. The SDM must have Agile experience and have managed complex technical IT environments with multiple 3rd Party Suppliers / MSPs. You will be responsible for managing a heavily outsourced environment. Must have strong relationship management skills. Must have implemented and/or managed Incident, Problem and Change management and have solid ITIL experience. Ideally someone who has delivered to challenging SLAs / KPIs and who is a natural in front of a customer and able to manage demanding internal stakeholders. Anyone with strong Stakeholder Management experience would excel in this role. You will NOT have a team under you but will be accountable for service delivered via outsourced teams.
This is a hybrid role where you will work 2 days a week in the office.
Responsibilities
* Manage a heavily outsourced environment with multiple third-party suppliers/MSPs to ensure quality service delivery.
* Maintain strong relationship management with customers and internal stakeholders.
* Implement and/or manage Incident, Problem and Change management with solid ITIL practices.
* Monitor performance against SLAs/KPIs and drive improvements in a challenging environment.
* Coordinate delivery through outsourced teams without direct line management responsibility.
Qualifications
* Experience as a Service Delivery Manager or similar, with Agile experience.
* Proven track record in managing complex IT environments and outsourcing arrangements.
* Strong relationship and stakeholder management skills.
* Experience with Incident, Problem and Change management and ITIL principles.
* Ability to deliver to demanding SLAs/KPIs and communicate effectively with customers and internal teams.
Work arrangement
Hybrid role; expectation to work in the office 2 days a week.
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