Service Delivery Manager

Service Operations & Support   |   

POSTED: 22/04/2019

Purpose of Role

To provide service management and operational support. You will be working on an outsourced contract delivering service to a large blue chip investment.


Reporting Line

You will have reporting into Head of Service Management which is a UK based role.



New Jersey City, USA


Primary Responsibilities

Leads the Service Delivery Management function for this large client, maintains and evolves the Service Management framework. Manages a small team of people that work for this client who are technicians. They will report solid line to this role for people, day to day management + career etc. and dotted line into a technical leader on this account.

  • Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
  • Within this; able to lead and run joint service management activities with the client – eg CAB’s, Service Reviews, Continual Improvement plans
  • Ensures services are performed within contractual obligations – able to manage the business priorities of SLA’s, KPI’s and other strategic objectives daily.
  • Fosters a positive collaborative relationship with the client and key stakeholders within Red Box.
  • Works with sales to ensure there are no support barriers to revenue generation
  • Leads a small team of technicians also working on this account – this would be non -technical direct management and would include:
    • objective setting, day to day prioritization,
    • rotas, 1:1’s, reviews
    • integration of technical and SM resource to create single, cohesive team, in front of the client.
  • Strong co-working with technical leader within this account who will provide technical direction and prioritization of this team
  • Potential to multitask to take on additional accounts in the future and be able to balance those priorities.

Skills & Experience

  • Excellent ITIL skills. Can act as an ITIL SME in core competencies
    • Multiple years experience, in a Service Manager role
  • Strong client skills. Used to fully client facing role
  • Commercially astute
  • Team leadership skills
  • Can work in a matrix – has worked in a large multinational environment preferably
  • Technical understanding is good enough to manage a technical team with a degree of authority to at least converse
  • Self-starter – can work independently and prioritise, where manager is not in same location or even country
  • Hands on attitude – flexible
  • Regular travel to Columbus and New York
  • Service Now skills are a bonus
  • Flexibility to sometimes be on call or work outside of normal business for key projects etc.