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Service Delivery Manager

  • Location London
  • Job type Contract
  • Reference BBBH121556

Service Delivery Manager - Inside IR35 - Remote

A major government agency is seeking 4 Service Delivery Managers to join them till 31/3/21.

The agency are seeking one specialist in each of the 4 areas:

  • Workplace Services
  • Applications Services
  • Networks Services
  • OT infrastructure Services

Knowledge and Experience

  • Has an in-depth understanding of ITIL principles and processes, and the ability to apply the technical knowledge in project or programme activities.
  • Advanced change management and transformation experience.
  • Demonstrable evidence of leading team dynamics and collaborative working.
  • Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management, supply chain, government and regulators) to achieve desired outcomes
  • Advanced working knowledge of Service Support and consumer and user focus

Functional / Technical Skills

  • Manages customer service functions, including responding to issue reports, information requests, access. Uses results of customer satisfaction measurements to improve services and has successful relationships with customers.
  • Able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information. Such skills include: demonstration of the ability to apply logical thinking, gathering and analysing information using comprehensive tools and techniques, the use of data to formulate both short term day-to-day and longer term strategic plans, and the ability to identify and analyse options and assess feasibility and operational impact. Ensures that the business solution aligns with the vision, mission, objectives, strategy, business and user needs and can identify and recognise a viable solution or control.
  • Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
  • Identifies, analyses, manages and monitors relationships with and between stakeholders. Clarifies mutual needs and commitments through consultation and consideration of impacts. For example, the coordination of all promotional activities to one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier; assistance to the customer to ensure that maximum benefit is gained from products and services supplied.
  • Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
  • Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
  • Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities

Service Delivery Manager - Inside IR35 - Remote