Service Delivery Manager

This role would suit an experienced Service Delivery Manager or someone looking to move in to that role from a similar or supporting role. Ideally from a background within a similar company or environment to that in which we operate i.e. IT/Telecoms Services company and based in the southern half of the country.

Role Profile

The Service Deliver Manager will act as the bridge between operational teams including 3rd party resource\suppliers and the customers? service delivery organisation.

Reporting to the Contract Services Manager to ensure the highest levels of operational delivery, all SLA?s and KPI?s are met, and any failures appropriately investigated.

The SDM will be key to identifying service improvement initiatives and working with internal and external stakeholders to implement in the most cost-effective way sharing improvements with internal departments to promote good working practices and a consistent approach across the business.

Typical Deliverables

Responsible for incident & 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 and conduct daily incident reviews for all incidents closed ensuring accurate data and any provide root cause of failure\mitigation reasons for any SLA?s failures
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 customer to Identify and implement service improvement initiatives
Ensure there are sufficient stock levels to meet the contract requirements flagging issues to the CSM
Work with Operations to develop planned maintenance schedules and ensure they run on time, advising the CSMs of any delays that may impact cost forecasts
Own all additional to contract chargeable incidents and work with operations to ensure effective demand planning is in place and all charges are captured as appropriate upon closure
Attend customer performance meetings where appropriate
Ensure all QEHS risks are flagged, and appropriate measures are in place to enable safe working practices


Experience of working within a Service Delivery or Operational environment
Managing customer relationships
Financial Awareness
Customer facing and presentation skills
Proficient in Microsoft Office applications with particular focus on Excel and word
Experience using Remedy ITSM
Experience using a document management system



Excellent verbal and written Communications skills
QEHS\Contract Document writing
ITIL Foundation
SC Security clearance


Prince 2

Behavioural Requirements

Works within the parameters of the Telent company behaviours of Service, Commitment and Value
Maintains a high level of customer focus
Champions continual service improvement
Own problems and take responsibility for solving them
Constantly searching for fresh approaches and improvements to the business
Delivers work in a professional manner on, or ahead of time without compromise
Commits to the challenge of stretching targets
Organised and Financially Conscious
Is aware of expenditure and seeks to minimise costs to the business and customer without impacting service
Excellent communication skills including written and oral
Takes an innovative approach to problem solving
Proactive and urgent approach to responding to customer requirements and resolving issues affecting the service delivered to customers
Does not need to be a technical expert, but needs to be able to grasp technical/engineering issues and understand their impact on the service being delivered to customers
Ability to multi-task across various assigned contracts and able to prioritise workload

Excellent 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, including public holidays, plus the option to buy or sell five days each year
Company pension scheme
A range of family friendly policies including childcare vouchers
Occupational health support
Telent Rewards Scheme

We 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
London, United Kingdom, gb
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