Service Delivery Manager
Service Delivery Manager
DEPARTMENT: Services
PURPOSE OF ROLE:
Our SDMs are professional technical services managers responsible for co-
coordinating the delivery of services into key enterprise customers. The SDM plays a
vital role in creating long-term healthy service provider - customer relationships,
acting as the bridge between the client and our operational delivery teams. The key
responsibility of the SDM is governance across all areas of their services including
service management, incident and change management, continual service
improvement and customer satisfaction as well as playing a key role in ensuring the
highest level of operational service delivery.
KEY RESPONSIBILITIES:
July 2013
Pulling in additional resources when needed e.g. specialist teams or
people for specific issues / opportunities
Removing all obstacles to customer satisfaction and / or financial
performance
Communicating across organisational boundaries – from engineers
through to senior managers
3rd party management responsibilities
Looking out for client’s and Imtech’s long-term interests
Following up if service delivery is not meeting expectations
Working with the client and operations teams to identify and
manage service improvement activities
Along with operational managers and technical leads, accountable for and
contribute to the overall performance of the managed services division
Ability to follow hardware and software best practices as defined by the
Managed Services management
The above responsibilities are indicative of the work required and should not be seen
as an exhaustive list.
July 2013
ORGANISATION:
Services Director
¦
Service Delivery Manager
PERSON SPECIFICATION
Essential Desirable
Qualifications Must have minimum of Should be degree
V2 Managers Certificate educated, or have long
or V3 Expert standing technical
experience, or CITP, or
CIM, or other professional
body qualification
Technical background
ideally within Managed
Services and IT
outsourcing industry
Knowledge of the
following – Systems
management platforms,
service management
solution, ITIL
Must be commercially
aware, able to identify &
effectively communicate
commercial opportunities
July 2013
required and necessary
both into Managed
Services staff and
customers where relevant
To Apply:
July 2013