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Service Delivery Manager

Location
Warwick, Warwickshire
Remote Working
Remote Working
Job Type
Permanent
Posted
6 Sep 2022
Service Delivery Manager Location: Remote working / Flexible Type of Job: Permanent, full time Ref No: V13050 Due to growth of business with our key customers, we are now looking for a Service Delivery Manager to join our busy Network Services team. This position will predominantly be remote, with the rare and odd occasion of site visits as of when required (UK wide). Service Delivery Manager - Role Profile The Service Delivery Manager will act as the bridge between operational teams, including 3rd party resource/suppliers, and manage the customers' service delivery for both the MCA (Maritime and Coastguard Agencies) and the RNIR (Radio Network Infrastructure Replacement) projects; upgrading the MCA networks to a fibre managed service and successful delivery of new radio networks and infrastructure across the UK. Reporting to the Contract Services Manager, we are looking for the Service Delivery Manager to ensure the highest levels of operational delivery are being met, all SLA's and KPI's are met, and any failures to be appropriately investigated. Service Delivery Manager - Typical Deliverables Responsible for Incidents and Service issue escalations. Responsible for Service Level Management, ensuring that agreed SLA's and KPI's are adhered to and any failures appropriately investigated in real time. Responsible for Service Quality reporting and conducting daily incident reviews for all incidents. Creating customer SLA performance reports where contractually appropriate. Ensure service-related documentation is accurate, kept-up-to-date at all times and follows the company's document control procedures. Work with internal teams and customers to identify and implement service improvement initiatives. Ensure there are sufficient stock levels to meet the contract requirements flagging issues to the Customer Success Manager. Work with Technical Design Authority to seek improvements to the service and understand the technical aspects of the Manged Services and IP Network components.Business Operations Skills - Experience & Qualifications Experience of working within a Service Delivery or Technical IP Network operational environment Managing customer relationships and building rapport to improve delivery Understanding of IP Networks / Networking / Network Monitoring Takes an innovative approach to problem solving and resolving incidents Customer facing, possess good commination skills and presentation skills Proficient in Microsoft Office applications, with particular focus on Microsoft Excel and Microsoft Word Experience of using Remedy ITSM OR similar (although training is available) Any technical / foundation level skills in IP Networking ITIL Foundation (training given) IOSH SC Security ClearanceService Delivery Manager - Behavioural Requirements Works within the parameters of the Telent company behaviours of Service, Commitment and Value Constantly searching for fresh approaches and improvements to processes within the business Delivers work in a professional manner, on time, or ahead of time without compromise Is aware of expenditure and seeks to minimise costs to the business and the customer without impacting service Proactive and urgent approach to responding to customer requirements and resolving issues affecting the service delivered to our customers Does not need to be a technical expert, but needs to be able to grasp technical / Networks / engineering issues and understand their impact on the service being delivered to customersExcellent Employee Benefits: Telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive: 33 days holiday, which includes public holidays, plus the option to buy or sell five days each year Company vehicle available Company matched pension scheme A range of family friendly policies including childcare vouchers Occupational health support Telent Rewards & Discounts Scheme (auto-enrolment)Why choose Telent? Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK's critical digital infrastructure. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well. Brilliance brought together. We are guided by our values and behaviours: Be Inclusive Take Responsibility Collaborate Be Customer-focussedWe reserve the right to close this vacancy once we have received sufficient applications. Telent is an equal opportunities employer and is committed to diversity and inclusion.
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Details

  • Job Reference: 705458711-2
  • Date Posted: 6 September 2022
  • Recruiter: Telent Technology Services Limited
    Telent Technology Services Limited
  • Location: Warwick, Warwickshire
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent