Position - Full Time, Permanent
Location - London, Hybrid
Salary - £55,000-00 – £65,000-00
Job Description
Our client is a leading independent technology partner and global integrator, with over 30 years of experience and a team of 800+ global experts. They specialize in providing end-to-end connectivity solutions that propel organizations everywhere.
From structured cabling to managed services, their end-to-end services provide infrastructure that can be completely relied upon. Design. Build. Deploy. Optimise. They offer a complete solution for business connectivity.
Our client is a rapidly growing organization. Finding and retaining the highest calibre of people is fundamental to the success of the business; they work hard to create a challenging, supportive, and satisfying working environment for all employees. The company has successfully achieved the Investors in Diversity Foundational Award for their commitment to equality, diversity, and inclusion in the workplace.
The Role
The Service Delivery Manager ensures all client contractual obligations are met efficiently within the Service Delivery team. This role manages Managed Services in Workplace Technology or Data Centres for major Financial Services Institutions, focusing on physical support operations in the client environment.
Working in conjunction with the account manager, you will develop and maintain client relationships, acting as a single point of contact for delivery and escalation with all elements of the managed services contract.
You will work with local customer stakeholders and onsite staff to ensure the business requirements of the contract are met and, should failures occur, that the appropriate root cause analysis and corrective actions are executed.
What you’ll be doing as our Service Delivery Manager:
Team Management: Focus and motivate the Services and Technical teams on the necessary attributes for successful delivery of all supported services for our client.
Technical/Support Services Coverage: Ensure correct structure and personnel are in place to deliver the contracted services and projects.
Service Delivery: Overall responsibility for ensuring high-quality product and service delivery is maintained, including compliance to all contracted and non-contracted service level agreement targets and service quality across all support requirements.
Accreditations: Proactive management of all technical accreditations as required of the service discipline and to better serve our clients.
Financial Management: Ensure that divisional profitability is maximised. Formalise and manage operational expenditure as well as capital expenditure budgets within agreed commercial constraints. Reporting and providing analysis on a monthly basis.
Strategy: Continually review product, service, and delivery strategies within the support services environment. Contribute to overall strategic direction and growth planning as appropriate.
Pre-Sales: Perform an active role in the pre-sales process, providing direction and leadership throughout the life of any engagement relative to the contracted account.
Personnel Development: Recruit, budget for, and plan development of individual team members technically, commercially, and personally. Ensuring a cohesive successor planning model is in place and kept current for all roles.
Customer Satisfaction: Ensure that all Support Service staff are motivated in their roles to deliver maximum customer satisfaction. Client feedback is sought and remedial actions are documented as part of a Continual Service Improvement Plan (CSIP).
Toolsets: Periodic and proactive assessing of the software and hardware tools that complement the development and delivery of Technical and Support Services.
Management Information: Accurate and timely management reporting and review of Governance documentation.
Standards & Procedures: Production of and compliance to all policies and procedures within Technical and Support Services. All operations are to be governed by ITIL service management standards.
Contract Review: Review all deliverables of the client contract to ensure that standards are maintained throughout the life of the agreement.What we’re looking for:
Essential
Educated to Level 3 (Further Education) or equivalent.
Demonstrable experience in staff leadership and people management.
Proven experience working in a Data Centre environment.
Management experience within a service delivery environment.
Strong people management, leadership, and team development capability.
Excellent written and verbal communication skills.
Strong organisational and time management skills; able to manage high workloads and work under pressure.
Proactive, innovative, and solution‑focused management style.
Experience delivering services to contractual requirements.
Experience managing projects across the full lifecycle.
Strong understanding of Data Centre technologies, terminology, and BAU support.
Extensive experience with telecommunications infrastructure cabling.
Experience supporting office and/or data centre environments.
Strong knowledge of ITIL processes, service measurement, and change management.
Experience producing financial and operational reports, including analysis.
Experience working in banking or other highly regulated environments.
Confident user of Microsoft Office (Word, Excel, PowerPoint) and project tools.Preferred but not Essential
ITIL certification.
PRINCE2 certification.
BICSi certification.If you feel you have the required skills and experience, click apply on our website now to be considered for this role: (url removed)> In addition, feel free to contact our Service Delivery Manager, Lucas Smyth, for more information if required: (url removed) & (phone number removed)
Salary description
£55000.00 - £65000.00 per year