Service Delivery Manager

Service Delivery Manager

Remote (UK only)

£60-65,000

Looking for a role where what you’re working on will make a positive impact on people’s lives? I’m helping a non-profit who combat loneliness and improve mental health for elderly and vulnerable people to scale up the team with a Service Delivery Manager.

About the role:

To begin with, you will be firefighting then once the chaos settles; you will be looking at processes, KPIs, SLAs and documentation (there is no Level 2 support involved with this role),

You’ll line manage a Service Analyst and coaching the Systems Analyst.

We’re not looking for a hero, we’re looking for someone who will collaborate with the team to improve processes so there is not one single point of failure.

They have an outsourced MSP looking after L1 support and L2 support is inhouse, you will manage the vendors and services.

Requirements:

Proven experience managing outsourced IT service providers or an IT outsourced MSP

Experience holding vendors to SLAs/KPIs/policies and running formal service reviews

Experience owning incident and problem management for outsourced or vendor-delivered services, including root-cause analysis

Experience tracking costs/budgets and reporting to a Group Technology & Product Director or finance function

Experience overseeing process and policy governance, ideally including some exposure to ISO
27001 or similar compliance frameworks

Experience line-managing individuals or small teams

Experience reporting vendor performance and risk to senior/C-level stakeholders

Several years (e.g. 5+) in IT service delivery or vendor/service management roles

‘Apply now’ to be considered or send a copy of your CV to Kim to set up a confidential chat (url removed)