Service Delivery Manager

DIVISION/BUSINESS UNIT: Service Management OFFICE BASE: Edinburgh / Hybrid SALARY: Dependent on experience

Commsworld is seeking a strong, customer-focused Service Delivery Manager with experience working in a complex, multi-service environment. The successful candidate will be a clear, confident, and professional communicator with the ability to interact with clients, stakeholders, senior management, and colleagues. You must have the confidence to deal with complex complaints and use empathy to satisfy customer demands.

Role Overview

You will be responsible for maintaining high levels of service, managing competing demands and expectations both internally and externally, and helping to ensure continued delivery of innovation across our customers. The successful candidate will have strong experience across the full-service lifecycle, with demonstrable experience of managing complex and varying client demands.

Key Responsibilities

As a minimum, you may be required to undertake all or some of these activities as required:

Specific Responsibilities

• Clear understanding of the customer contract and accountable for the delivery to contractual terms including SLA attainment.
• Ensuring the quality of projects brought into live service through any of our Service Transition processes.
• Management of Continual Service Improvement process internally and for the customer.

Core Responsibilities

• Build strong relationships with customers, understanding and working to their service levels and managing their competing demands and expectations.
• Management and prioritization of incidents, problems, and service requests on behalf of our customers. Ensuring effective resolution with subsequent root cause analysis review and effective actions to avoid reoccurrence.
• Deliver performance metrics to clients and stakeholders, along with associated analysis and recommendations.

Skills & Knowledge

• Demonstrable experience in an IT Service Delivery Manager role.
• ITIL (v3) certification (Practitioner-level or higher recommended).
• Experience working in a complex, multi-service environment.