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Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Permanent
Location: Hemel Hempstead, Hertfordshire
Salary: £45000 - £60000 per annum + package
REF: 456
Contact Name: Chloe Alexandra Winterhalter
Contact Email:
Job Published: almost 1 year ago

Job Description

About the Role

Montash are currently retained by large UK drinks manufacturer who are looking for a Service Delivery Manager. The service Delivery manager is to work with internal and external teams within IT Shared Services to ensure all services are delivered to the agreed service levels and business expectations, providing performance reporting across all IT Shared Service teams.

Key Responsibilities

Management of End to End Service

  • IT Ambassador for all 'operational' aspects of IT including introduction of new Services into Production.
  • Major Problem and Incident Management co-ordination
  • Ensuring quality and consistency of end to end Service
  • Identification of Service improvements (Recorded within a SIP)
  • Understanding total cost of ownership per Service
  • Direct involvement with operational change management, negotiating and agreeing any/all business impacting change
  • Monitoring and reviewing on-going Service performance, holding regular Service Review meetings with key business stakeholder
  • Leading the communication of "Run" Services from IT into the Operations business function

Service Reporting

  • Responsible for ensuring Service Reporting is delivered and meets business requirements
  • Responsible for production of MI for analysis to help drive service improvements

Service Continuity

  • Supports Business Continuity of IT Services for the Operations business function
  • Inputs into the Business Continuity plan for IT Services within the continuity plan for the business function

Out of hours incident management

  • To provide out-of-hours support leadership for major incidents, working in conjunction with other nominated members of the out-of-hours support team

Note: This role involves management of outsource providers where they are providing the services as described above; the emphasis is on managing the provider rather than compensating for gaps in service

Knowledge, Skills & Experience Required

  • Strong experience in Service Level Management, identifying, documenting and managing IT Services
  • Experience of working in an outsourced environment, management of suppliers to deliver customer requirements.
  • Strong mastery of concepts, theories and techniques and relationship between disciplines, processes and Business, Third parties.(Essential to enable effective links between the formal ITIL processes and delivery of an effective Service to the Business)
  • Deep, "expert" level experience of core Service Management disciplines
  • Proven Analytical Skills - essential for analysing incidents and root cause analysis
  • Planning/Organising Skills
  • Ability to influence senior stakeholders
  • Ability to work to exceptionally tight deadlines
  • Prince 2 awareness
  • Educated to degree level or equivalent
  • ITIL v3 Expert preferred; Practitioner required as a minimum
  • Personal attributes that the client is looking for is that you are Bold, Open, Proud and Disciplined

If this opportunity is of interest and sound like the right role for you, please contact Chloe Winterhalter on or on 0207 014 0230

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