Service Delivery Manager / Computing / Software0.111990264461Service Delivery ManagerAbout Us We’re an innovative tech consultancy – a team of problem solvers. Since 1993 we’ve been finding better ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day. We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people. Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. To support our continued growth of this part of our business, we’re looking for a Service Delivery Manager to join us. About the Role You will lead one or more managed service engagements for BJSS clients. You will lead the running of the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required. You will ensure client reported issues are resolved in line with our documented Service Levels. You will be responsible for managing client reported issues, ensuring that they are logged, updated and resolved in the service management toolset. You will have the required knowledge of the client, platform and application to provide the support required. Where appropriate you will escalate issues that require additional attention. You will lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation. You will work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications. As well as continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness About You You’ll have a wealth of Service Desk Management experience within an Application Support environment and possess experience of managing hosting suppliers. You’ll have: Demonstrable experience of managing 2nd and 3rd line support services ITIL certifications with strong ITIL knowledge, and specific demonstrable experience across all of the ITIL processes (e.g. Incident, Problem, Change and Capacity reporting) Experience of several distinct implementations A solid experience and understanding of the management of commercial contracts ISO27001 experience Experience of mapping, documenting and implementing business processes and ensuring continuous improvement thereof Experience of IT systems or process improvement delivery A solid understanding of software development methodologies and Project Management techniques A pragmatic approach in order to respond flexibly to customer needs while maintaining a solid service management structure Technical knowledge and experience with IT infrastructure and software BJSS is committed to equal opportunities and diversity so we want to ensure that our recruitment and selection processes are fair to all who wish to apply.