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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 Fulfillment, 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, maintained in the service management toolset, and resolved in line with documented Service Levels.
5. Attain 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 and transition of ITIL-aligned processes and procedures into Live Operation.
8. Work closely with technical support teams, providing 2nd and 3rd line support for platforms and applications.
9. Continuously assess and improve processes and procedures for efficiency and appropriateness.
10. Operate in Agile environments with varying practices.
11. Support cloud environments in AWS and Azure.
About You
Alongside extensive Service Desk Management experience within an Application Support environment and experience managing hosting suppliers, we look for:
* Experience managing 2nd and 3rd line support services.
* Supporting cloud environments.
* Experience in Service Design and Service Transition.
* ITIL certifications with strong knowledge across all ITIL processes.
* Experience with multiple implementations.
* Understanding of managing commercial contracts.
* ISO9001/ISO27001 knowledge and experience.
* Mapping, documenting, and implementing business processes with continuous improvement.
* Understanding of software development methodologies, Project Management, and Agile practices.
* Flexible, pragmatic approach to customer needs while maintaining a solid service management structure.
* Technical knowledge of IT infrastructure and software.
* Passion for Service Management and continuous improvement.
* Flexible ‘can do’ attitude.
* Strong communication and presentation skills.
Some of the Perks
* Flexible benefits allowance – choose how to spend on pension, healthcare, dental, and more.
* Industry-leading health and wellbeing plan, including 24/7 GP services, mental health support, etc.
* Life Assurance (4x annual salary).
* 25 days annual leave plus bank holidays.
* Hybrid working – balance office, client site, and WFH.
* Discounts from various retail, lifestyle, and utility brands.
* Referral scheme with unlimited referrals.
* Holiday buy/sell options.
* Electric vehicle scheme.
* Training and certification opportunities, including access to O’Reilly.
* Involvement in initiatives supporting diversity in tech.
* Part of a supportive team across different business areas.
* Active social calendar including town halls, team nights out, and family events.
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