Service Delivery Manager
Newport, Wales
6 months / 12 months contracts (x2 roles)
400 per day inside IR35 / Umbrella
Due to the urgent nature of the role current candidates must have current and transferable SC Clearance.
Overview of the role:
The role of Service Delivery Manager (SDM) will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget constraints. The SDM will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships.
Responsibilities:
The Service Delivery Manager role would suit an individual who is able to adapt to a fast-paced environment while maintaining high standards to support our customers. The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.
The correct person will have/be required to:
• Act as a primary customer contact and point of escalation
• Produce monthly, quarterly and annual reports for internal and external use
• Oversee and manage Service Levels (SLAs & KPIs)
• Work across multiple projects with changing priorities
• Undertake financial responsibility for allocated contracts
• Management of Incident/Problem/Change Management Processes
Skillset & Experience
Essential Skills
• Experienced Service Delivery Manager with a knowledge of ITIL
• Bachelor’s degree or equivalent experience
• Relationship management and interpersonal skills
• Communication, influencing and negotiating skills
• Experience of Managed Support Services
• Presentation and report writing skills
• Problem solving and decision making
