Our client is looking for an experienced Service Delivery Professional to join its Managed Service Team, supporting the delivery of services around its range of products.
This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe.
The Role
The successful candidate will be responsible for creating, negotiating, implementing, monitoring and improving Service Level Agreements (SLAs), as well as helping to ensure customer requirements are reflected within service and supplier contracts.
You will work closely with customers, suppliers and internal technical teams to ensure services are delivered effectively and continuously improved.
Key responsibilities include:
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Developing and maintaining Service Level Agreements (SLAs)
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Understanding customer requirements and translating these into effective service processes
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Coordinating technical teams and suppliers to ensure agreed service levels are achieved
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Monitoring service performance and analysing SLA/contract performance
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Leading regular customer service reviews and producing performance reports
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Identifying opportunities for continual service improvement
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Supporting ITIL-based service management initiatives
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Managing communication around major incidents and supporting recovery activities
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Supporting contract renewals and commercial discussions with suppliers
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Managing supplier relationships and performance
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Working with UK and European stakeholders across service delivery, technical and commercial functions
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Supporting project activity and service improvements where required
About You
We're looking for someone with a strong background in IT Service Delivery, Managed Services or Service Management, with experience working directly with customers and suppliers.
You should have:
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At least 4 years' experience in IT Managed Services / Service Delivery
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Experience creating, negotiating and managing SLAs
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Strong customer governance and service review experience
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Experience managing suppliers and third-party relationships
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Knowledge of ITIL principles and service management practices
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Experience of project management methodologies
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Good commercial awareness, including service costing and contract discussions
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A good understanding of hardware, software and Windows environments
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Strong communication and stakeholder management skills
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Excellent attention to detail and the ability to manage multiple priorities
You will need to be comfortable working with both technical and non-technical stakeholders and be confident taking ownership of issues through to resolution.
Additional Information
Based in Cardiff
38.75 hours per week
ASAP start
Some travel may be required
Occasional out-of-hours work may be required for testing or service activities
Benefits
Our client offers a range of benefits including:
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Company pension
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4x life assurance
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Private medical and dental cover
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Employee Assistance Programme
Salary description
£34000.00 - £37000.00 per year