Service Delivery Manager

Kent Permanent £40,000 - £55,000
  • Leading charitable organisation building a new Service Delivery Team
  • Service Delivery Manager required to lead the Service Delivery Team

About Our Client

Leading Not For Profit and Charities company that provides support to leading UK charities.

Job Description

As the Service Delivery Manager - Not for Profit and Charities, Kent, you will:

  • Support the IT Service Delivery Management team to maintain a strong service relationship with business stakeholders through regular engagement, ensuring continued buy in, transparency of decision making and evangelising the continued value of the Service Delivery capabilities
  • Own allocated business unit Problem, Incident and Service Request fulfillment management including ensuring that all SLA's are reported, achieved and customer expectations are met (or exceeded) at all times. Specifically including management of more proactive, quality related activities in addition to service levels.
  • Hold full responsibility for the end-to-end service provision to the allocated business unit; acting as a single point for escalation, and at all times ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
  • Work with the various project and delivery teams to ensure that projects impacting the allocated business unit are successfully and suitably transitioned especially where services are being added and removed.
  • Be involved with the ongoing communications with end Customers regarding service performance and evolving requirements from the business units and reporting to Senior Management on all issues relevant to the services being supported.
  • Maintain and build strong customer and supplier relationships to ensure SLA's and service excellence are managed and maintained, including attending internal and external service review meetings.
  • Working with the Service Delivery, project, IT Security and procurement teams to co-ordinate input into new technology evaluation and introduction into CAF's technical solution portfolio. Liaise with business stakeholders to provide consultative input to solution changes/updates/upgrades and assist in defining and communicating the roadmap.
  • Promote a "problem-solving" culture and focus efforts on continually improving quality and eliminating waste in all areas. Including instilling a "hands-on" systematic approach to day-to-day problem solving i.e. in line with Kaizen principles. Incorporating immediate, systematic root cause analysis across all disciplines and verifying that permanent corrective actions are identified and implemented
  • Plan and schedule resources to the requirements of the business and ensure transfer of knowledge to other staff to ensure the systems are understood.

The Successful Applicant

As the Service Delivery Manager - Not for Profit and Charities, Kent, you will have:

  • Prior experience as a Service Delivery Manager (or Helpdesk/ IT Support Manager).
  • Experience of IT service management across the service life cycl
  • Experienced resolving technical issues
  • Experienced working with 3rd party suppliers.
  • Experienced managing, nurturing and development service delivery/ IT Support/ Helpdesk staff.
  • ITIL experience desirable.

What's on Offer

As the Service Delivery Manager - Not for Profit and Charities, Kent, you recieve:

  • Compeitive base salary up to £55k
  • Excellent benefits
  • Working in the Charity space - able to see the impact on real people
Kieran Scully
Quote job ref
Phone number
+44 207 269 2168

Job summary

Service Delivery
Not For Profit
Contract type
Consultant name
Kieran Scully
Consultant phone
+44 207 269 2168
Job reference