Service Delivery Manager - IT Managed Services - Surrey

Recruitment Genius
14 Sep 2017
25 Sep 2017
Contract Type
Full Time
This is an opportunity to join a successful, growing IT Managed Services business with over 200 clients in multiple sectors. Founded in 2006, they are specialists in integrating, hosting & consulting on leading edge Enterprise IBM Server & Storage solutions. Currently recruiting for a Service Delivery Manager (SDM) to support growth & ensure continuing high standards of quality client care & service. The Role: - Ensure SLAs & contractual obligations are met - Drive change & service improvement - Provide support & build client relationship throughout project delivery & managed service contracts - Responsibility for Outsourcing resource scheduling & T&M contracts - Improving/maintaining Helpdesk & out of hours support - Create, review & help deliver client docs (SLAs & contracts) - Schedule DR tests & Data Restore tests in line with contracts - Manage relationships with contractors incl agreements, statement of works, docs, billing - Provide data/calcs for monthly billing processes, review billing schedules - Review open client incidents, & ensure a resolution plan is in place - Work with client mgrs to evolve & deliver new services to ensure environments are supported & bring new business in - Implement & maintain relevant ISO accreditations & other quality accreditations as required About you: To be successful in this role, you are likely to be pro-active & outgoing with a record of excellent people skills - dealing with employees or clients. tHEY are great team players; quick learners & actively contribute to & promote the dev't of a professional working environment. Happy to work in a flexible, entrepreneurial, close knit, sales focused environment, you must be keen to develop & happy to undertake training opportunities. Flexibility is required to successfully juggle priorities & meet important deadlines, you must be keen to develop long-term relationships with all stakeholders. Essential - Excellent understanding of how Services & Support Desks work, with an ITIL v3 foundation or higher certification, or hold the relevant skills & demonstrable experience. - You must have at least 2 years' experience in a Technical Consultant or IT Infrastructure Management role & a desire to progress - Experience of delivering medium to large IT transformation projects with multiple vendor technology & dealing with senior client stakeholders - Excellent written communication skills with experience of drafting clear & comprehensive documentation to support technical implementation, administration processes, & client facing operational documentation. Desirable - Qualification & or working knowledge of Enterprise server systems, such as IBM, HP, Lenovo, Enterprise storage systems, such as IBM, EMC, Netapp, HP, VMware and/or Microsoft Hyper-V - Working knowledge of LAN/WAN infrastructure & Cisco or Juniper network devices & at least one product from the Microsoft Server suite - Knowledge of current network protocols & standards, incl TCP/IP, DNS, ICMP, TLS