Service Delivery Manager – Maternity Cover
Hybrid: (Remote)
Agilisys is the UK’s most innovative IT and business process service provider, transforming the way our clients deliver services to their customers through the use of strategic, affordable, shared service platforms. Working for both the public and private sector, we have earned a strong reputation and hold deep domain expertise within local government, travel and tourism, retail financial services and healthcare.
Service Delivery Manager will be responsible for developing the customer along an agreed strategy, taking responsibility for the following:
Manage the operation, with particular focus on ensuring service deliverables, reporting and management information and relevant contract compliance.
Be focal point of delivery between client and Agilisys shared and cloud services
Manage critical communications with the customer during service impacting issues
Curate and catalyse service improvement activities, both visible and invisible to the customer
Ultimately ensure the attainment of performance targets, high customer satisfaction and account growth.
How will you spend your days?
Key Responsibilities
Ensures the achievement of SLAs and KPIs
Ensures that systems are in place to drive the production of management data and that data is being usefully gathered
Tracks performance of key management data and works with the Service Director to drive service improvements
Ensures SLA’s are achieved, and client expectations are met (or exceeded).
Builds a strong, valuable and genuine relationship with our clients.
Provides reports to an agreed schedule (or on request), including management and account performance reports
Attends client service review meetings; areas covered will include performance reports, service improvements, quality and processes
Develops and facilitates workshops and client updates sessions
Be able to maintain an “Overall Picture” of what the systems under management do for the client and how they interact to deliver that service
Contributes to Risk and Compliance registers
Manages customer communication during periods of service disruption – Major Incident management and problem management
Management of Service Delivery includes technical service delivery through engagement with engineers of all disciplines, and managers of Technical teams, supported by ITIL processes
Able to manage delivery of service impacting projects such as upgrades and replacements
In conjunction with the customer (typically senior management level) stimulates & defines requirements for new service as part of an IT Service Strategy. Ensures such services are professionally introduced & accepted.
Works with Technical Delivery teams to ensure Service Levels are met, and best practice are developed to improve service levels
Works with vendor management and procurement functions to ensure vendor compliance and management of 3rd parties
Contributes to the continual improvement of Service Delivery standards & practices for the customer contract & community
Manages, motivates & develops a team of team leaders & technical service staff directly and/or indirectly in provide direction, ensure the team achieve their objectives & to constantly improve quality & inter-working.
PERSON SPECIFICATION
The ideal candidate will have previous experience in the IT customer support environment
This role will suit a developing, enthusiastic candidate with a strong ability in reporting and service data management.
The underlying quality of the successful individual will be a natural ability to challenge and question current standards and procedures in order to drive continual enhancements. They will have a grounding in best practice in ICT service delivery and some previous experience in an IT Customer Services environment.
Good Management skills are essential in ensuring both self-management and the creation and remote management of virtual teams across multiple regions.
How will you stand out?
Knowledge:
Proven experience of leading & managing teams, preferably within a service
Will understand the importance of mission critical systems
Will have managed IT technical support centres and been accountable for the success of the group.
Will have implemented and manged change successfully
Demonstrates significant competency in managing & progressing teams of team leaders & technical staff
Demonstrates a breadth & depth in knowledge of Service Delivery Management Standards & practices
Previous Experience in an Infrastructure Project Manager or Technical Services Manager role would be beneficial
Skills:
Service Delivery Expertise
Understanding Client Operations
Service performance management reporting; using data extracted from case management systems to drive service behaviour
Communications skills, ability to write engaging. Clear and concise communications as well as confidently present data on service performance
Contract Adherence
Excellent organisational and time management skills
Qualifications:
Educated to degree-level or have extensive experience in a relevant field
Minimum of ITIL Foundation qualification
Prince 2– Foundation – desirable but not necessary
ISEB Accreditation in Service Management desirable but not necessary
What’s in it for you?
Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK’s most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK.
At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector.
We are collaborative in the way we work, and our agile and fast paced environment poses many opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading
In addition to salary, training and a wonderful office environment, we offer the following corporate benefits:
Pension Scheme
Health Insurance
Being an Employee Owner as part of the Employee Owned Trust, you can make a difference in the future of our organisation.
Life Assurance
Flexible working
Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme.
Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
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