Service Delivery Manager

Job title:

Service Delivery Manager

Company

Celebrus Technologies Plc

Job description

Service Delivery ManagerSummaryAs a Service Delivery Manager (SDM) in our organization, you will be responsible for ensuring the smooth and efficient delivery of IT services in a 24/7 infrastructure environment. You will play a critical role in maintaining elevated levels of customer satisfaction by overseeing service delivery and working with technical teams. This is a key customer facing role.Core Responsibilities

• Create, manage, and monitor the delivery of IT services to meet established service level agreements (SLAs), key performance indicators (KPIs), service improvements plans (SIPs) and root cause analysis (RCA).
• Collaborate with cross-functional teams to ensure seamless service delivery and issue resolution.
• Collaborate with other SDMs to provide follow-the-sun coverage ensuring day to day running of the customer systems are always running smoothly.
• Develop and implement incident and problem management processes to minimize service disruptions.
• Coordinate incident response and resolution efforts, including after-hours support when necessary.
• Conduct post-incident reviews and root cause analysis to prevent recurrence.
• Continuously assess service quality and identify areas for improvement.
• Build and maintain strong relationships with key stakeholders and customers.
• Act as the primary point of contact for service-related inquiries and escalations.
• Gather feedback from customers and incorporate it into service improvement initiatives.
• Collaborate with third-party vendors and service providers to ensure their services align with business needs.
• Monitor and enforce security measures to protect infrastructure assets and data.
• Maintain accurate records of service performance, incidents, and resolutions.
• Prepare and present regular reports on service delivery metrics to management.
• Seek new approaches and tooling to simplify and accelerate delivery.
• Contribute to a good team spirit.

Skills & RequirementsProven experience in service delivery management in a 24/7 infrastructure environment.Experience of delivery managed service to external business customers.Strong technical background and understanding of IT infrastructure components across compute, storage, networking etc.Excellent communication skills and experience working collaboratively with systems engineers, developers, administrators, and business partners.Project management skills and experience are desirable.Ability to work flexible hours and participate in an on-call rotation as needed.ITIL & Agile certifications or equivalent process management certifications are a plus.Understanding and experience of working in secure environments under ISO27001 or equivalent.Bachelor’s degree in information technology, Computer Science, or ability to prove an aptitude for structured academic learning.We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Celebrus. We are committed to equal employment opportunities.Celebrus is a friendly, welcoming place to work. We are more jeans and t-shirts, than suits and ties, smart on the inside! We invest in team spirit and supporting and mentoring our staff. We believe in developing talent because we know it is not all about proven skills. We are very happy to talk to you if you believe you are close to our requirements but need some time and support to grow into such a role.Celebrus Technologies plc is a UK-founded tech company quoted on the London Stock Exchange (CLBS). For 30 years, Celebrus has focused on helping companies get the best possible value from all their data assets. With clients in 27 countries, throughout the financial services and banking, retail, travel, healthcare and telecom sectors, Celebrus continues to lead data innovation globally.

Expected salary

Location

Sunbury, Surrey

Job date

Sat, 01 Jun 2024 06:40:15 GMT

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