Information Technology Service Delivery Manager

Information Technology Service Delivery Manager Manchester, England

Proact IT
Full Time Manchester, England 30000 - 60000 GBP ANNUAL Today
Job description

Job Title: Services Delivery Manager

Department: Service Delivery

Responsible to: Head of UK Service Delivery

Statement of Job Purpose

  • To provide support and development of the relationship between Proact UK and its customers, within a portfolio, throughout the lifecycle of any project delivery and managed service contracts.
  • To govern the delivery of contractual obligations and SLA achievement for aligned managed service customers.
  • To contribute positively to the achievement of Proact’s overall values and objectives.

Main Duties and Responsibilities

  • To be responsible for the delivery of the managed services contracts during start up, through service commencement, and for the lifetime of the contracts.
  • To own the relationship with and be the named primary contact for managed service customers in the aligned portfolio. To generate a relationship and trust with a customer that demonstrates you understand the service that should be delivered.
  • To represent your customers within Proact UK; to drive change, service improvement and to manage risk to ensure a successful deliver of service within SLA.
  • To contribute to the up-sell of additional services to the customer.
  • To have an understanding of the agreed technical and service design in relation to the contracted services.
  • To work alongside the allocated project manager, transition manager and technical implementation resources in the transition into production of the contracted services.
  • To ensure conformance of service to the customer contract (reviewed on a monthly basis).
  • To create and deliver regular service review reports, covering case statistics SLA adherence, technical reporting, trending, risk and service improvement actions.
  • To host and chair regular service review meetings.
  • To create and regularly review service documentation including, but not limited to, the Service Operations Manual, Change Templates, Service Improvement Plans and Disaster Recovery (DR) documentation.
  • To schedule and support DR tests and Data Restore tests in line with the customer contract.
  • To design and deploy a suitable monitoring framework for contracted service.
  • To be the named contact for each customer in the aligned portfolio.
  • To provide Capacity and Performance planning to both the customer and internal capacity planning processes.
  • To input to incident resolution, problem investigation and change planning / review for aligned customers.
  • To attend regular Change Advisory Board meetings, and other operational meetings as required by the Head of UK Service Delivery.
  • To ensure regular operational checks and activities are scheduled and completed.
  • To provide data and calculations for monthly billing processes, and to review completed billing schedules to ensure the customer is correctly billed for services.
  • To review open incidents and problems on a weekly basis that effect customers, and ensure a resolution plan is in place to resolve these in an efficient manner.
  • To work with customers to evolve and deliver new services to ensure the environments are supported and bring new business into the organisation.
  • To contribute to the work of the Continual Service Improvement of managed services for customers.
  • To take part in cross departmental working teams as required to meet organisational objectives.

Benefits

  • Salary dependant on experience
  • Private comprehensive health care cover with AXA
  • Company pension scheme
  • 25 Holidays + bank holidays
  • 3 charity days fully paid / year
  • Option to purchase another 5 days Annual leave
  • Company Laptop and Mobile phone

Job Types: Full-time, Permanent

Salary: £30,000.00-£60,000.00 per year

Benefits:

  • Additional leave
  • Company events
  • Company pension
  • Free parking
  • Health & wellbeing programme
  • On-site parking
  • Paid volunteer time
  • Referral programme
  • Sick pay
  • Work from home

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Manchester: reliably commute or plan to relocate before starting work (required)

Experience:

  • Information Technology: 1 year (preferred)

Work Location: Hybrid remote in Manchester

Information Technology Service Delivery Manager
Proact IT

www.proact.eu
Chesterfield, United Kingdom
Jonas Hasselberg
$100 to $500 million (USD)
201 to 500 Employees
Company - Public
Information Technology Support Services
1994
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