Job Description

Posted 3 weeks ago

We are recruiting for an experienced Service Delivery Manager to join an established National Wholesaler.
 
This is a Hybrid Working role, with the office being based in Birmingham (B26)

Competitive Salary
Monday to Friday – 08:30 – 17:00
Hybrid working role with occasional Travel
Contracted to 5 hours a week
Company Car & Fuel Card
Great Bonus Scheme
Benefits: 25 days holiday + No Bank Holiday working, Company Laptop & Mobile Phone, employee focused company that provides great training and up-skilling opportunities to progress 
As our Service Delivery Manager, you will take ownership of the day-to-day activities supported by a team of 20 experienced IT colleagues.  Overseeing SLA’s achievements from Incident Management & Problem Management/Application management to Software Asset Management whilst supporting our internal support functions, external suppliers, and 3rd party companies.
 
You will be accountable for the delivery of our Cyber Security Services, ensuring all aspects of IT Security Governance are maintained to assure critical business operations and IT services for 2500 colleagues across a multi-site set up.  Taking ownership on any major incidents , investigating current services and spearhead continuous improvement throughout the department.
 
Ideally you will be an experienced service delivery manager coupled with solid experience of Cyber security. Experience of working in a UK/ Global organisation with End User Technologies & Platforms understanding alongside managing 3rd party stakeholders & relationships.
 
Service delivery Manager – Key responsibilities:

Accountable for the delivery of Rexel UK 2nd Line Support Services, ensuring availability of key services that are critical for business operations on a day-to-day basis, supporting all IT systems and services for 2500 UK&I colleagues across c.300 sites.
Provision of the day-to-day activities to enable the delivery of service to agreed levels – including Incident Management, Problem Management, Application management and Software Asset Management.
Regularly monitor and review the levels of IT services to ensure that service delivery meetings agreed service levels. Identifying service delivery issues and initiating actions to proactively maintain and improve the levels of service.
Management of Major Incidents through to conclusion, including the preparation and distribution of communication throughout the lifecycle and RCA reporting.
Maintain and manage relationships with key suppliers to ensure best practice operational methods and procedures, with adherence to operational level and service contract agreements – leading regular Service and Business Reviews.
Management of 3rd party contracted services in all aspects including deliverables, levels of acceptance, penalty clauses and SLA’s.
Providing end to end service assurance for all new and existing services undergoing changes to support scope and/or deliverables. Ensuring they are fit for purpose, functional and tested with new or changed service transfers documented for a fully prepared service organisation where the service delivery teams are set up and able to support.
Demonstrable Service Improvement mindset – utilising Management Information to drive customer satisfaction.
Maintenance of IT Service catalogue to ensure the information is accurate, has the appropriate details, dependencies and interfaces of all services available to customers. 
Service Delivery Manager – Experience & Qualifications:

Experience managing & partnering with 3rd party vendors
Strong organisational skills and ability to multitask effectively.
Excellent communication and interpersonal skills
Ability to lead and motivate others in a cross functional environment.
Credible and capable to be able to quickly build the confidence of the executive team and be seen as a natural peer to other colleagues at all levels.
Excellent negotiation and conflict resolution skills with both internal and external parties 
 
PLEASE APPLY ONLINE TODAY and a member of the team will be in touch
 
Suitable for: Service Delivery Manager, Cyber Security, Technical Delivery Manager, IT Service Manager, Service Desk Manager, IT Security Manager
 
Our client believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, they will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK