This is an opportunity to join a successful, growing IT Managed Services business with over 200 clients in multiple sectors. Founded in 2006, they are specialists in integrating, hosting & consulting on leading edge Enterprise IBM Server & Storage solutions.
Currently recruiting for a Service Delivery Manager (SDM) to support growth & ensure continuing high standards of quality client care & service.
The Role:
- Ensure SLAs & contractual obligations are met
- Drive change & service improvement
- Provide support & build client relationship throughout project delivery & managed service contracts
- Responsibility for Outsourcing resource scheduling & T&M contracts
- Improving/maintaining Helpdesk & out of hours support
- Create, review & help deliver client docs (SLAs & contracts)
- Schedule DR tests & Data Restore tests in line with contracts
- Manage relationships with contractors incl agreements, statement of works, docs, billing
- Provide data/calcs for monthly billing processes, review billing schedules
- Review open client incidents, & ensure a resolution plan is in place
- Work with client mgrs to evolve & deliver new services to ensure environments are supported & bring new business in
- Implement & maintain relevant ISO accreditations & other quality accreditations as required
About you:
To be successful in this role, you are likely to be pro-active & outgoing with a record of excellent people skills - dealing with employees or clients. tHEY are great team players; quick learners & actively contribute to & promote the dev’t of a professional working environment.
Happy to work in a flexible, entrepreneurial, close knit, sales focused environment, you must be keen to develop & happy to undertake training opportunities. Flexibility is required to successfully juggle priorities & meet important deadlines, you must be keen to develop long-term relationships with all stakeholders.
Essential
- Excellent understanding of how Services & Support Desks work, with an ITIL v3 foundation or higher certification, or hold the relevant skills & demonstrable experience.
- You must have at least 2 years’ experience in a Technical Consultant or IT Infrastructure Management role & a desire to progress
- Experience of delivering medium to large IT transformation projects with multiple vendor technology & dealing with senior client stakeholders
- Excellent written communication skills with experience of drafting clear & comprehensive documentation to support technical implementation, administration processes, & client facing operational documentation.
Desirable
- Qualification & or working knowledge of Enterprise server systems, such as IBM, HP, Lenovo, Enterprise storage systems, such as IBM, EMC, Netapp, HP, VMware and/or Microsoft Hyper-V
- Working knowledge of LAN/WAN infrastructure & Cisco or Juniper network devices & at least one product from the Microsoft Server suite
- Knowledge of current network protocols & standards, incl TCP/IP, DNS, ICMP, TLS