Service Delivery Manager

Service Delivery Manager

Remote (UK only)

£60-65,000

Looking for a role where what you’re working on will make a positive impact on people’s lives? I’m helping a non-profit who combat loneliness and improve mental health for elderly and vulnerable people to scale up the team with a Service Delivery Manager.

About the role:

• To begin with, you will be firefighting then once the chaos settles; you will be looking at processes, KPIs, SLAs and documentation (there is no Level 2 support involved with this role),
• You’ll line manage a Service Analyst and coaching the Systems Analyst.
• We’re not looking for a hero, we’re looking for someone who will collaborate with the team to improve processes so there is not one single point of failure.
• They have an outsourced MSP looking after L1 support and L2 support is inhouse, you will manage the vendors and services.

Requirements:

• Proven experience managing outsourced IT service providers or an IT outsourced MSP
• Experience holding vendors to SLAs/KPIs/policies and running formal service reviews
• Experience owning incident and problem management for outsourced or vendor-delivered services, including root-cause analysis
• Experience tracking costs/budgets and reporting to a Group Technology & Product Director or finance function
• Experience overseeing process and policy governance, ideally including some exposure to ISO27001 or similar compliance frameworks
• Experience line-managing individuals or small teams
• Experience reporting vendor performance and risk to senior/C-level stakeholders
• Several years (e.g. 5+) in IT service delivery or vendor/service management roles

‘Apply now’ to be considered or send a copy of your CV to Kim to set up a confidential chat (url removed)