Service Delivery Manager - IT Managed Services - Surrey

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This is an opportunity to join a successful, growing IT Managed Services business with over 200 clients in multiple sectors. Founded in 2006, they are specialists in integrating, hosting & consulting on leading edge Enterprise IBM Server & Storage solutions.

Currently recruiting for a Service Delivery Manager (SDM) to support growth & ensure continuing high standards of quality client care & service.

The Role:

- Ensure SLAs & contractual obligations are met

- Drive change & service improvement

- Provide support & build client relationship throughout project delivery & managed service contracts

- Responsibility for Outsourcing resource scheduling & T&M contracts

- Improving/maintaining Helpdesk & out of hours support

- Create, review & help deliver client docs (SLAs & contracts)

- Schedule DR tests & Data Restore tests in line with contracts

- Manage relationships with contractors incl agreements, statement of works, docs, billing

- Provide data/calcs for monthly billing processes, review billing schedules

- Review open client incidents, & ensure a resolution plan is in place

- Work with client mgrs to evolve & deliver new services to ensure environments are supported & bring new business in

- Implement & maintain relevant ISO accreditations & other quality accreditations as required

About you:

To be successful in this role, you are likely to be pro-active & outgoing with a record of excellent people skills - dealing with employees or clients. They are great team players; quick learners & actively contribute to & promote the dev't of a professional working environment.

Happy to work in a flexible, entrepreneurial, close knit, sales focused environment, you must be keen to develop & happy to undertake training opportunities. Flexibility is required to successfully juggle priorities & meet important deadlines, you must be keen to develop long-term relationships with all stakeholders.

Essential

- Excellent understanding of how Services & Support Desks work, with an ITIL v3 foundation or higher certification, or hold the relevant skills & demonstrable experience.

- You must have at least 2 years' experience in a Technical Consultant or IT Infrastructure Management role & a desire to progress

- Experience of delivering medium to large IT transformation projects with multiple vendor technology & dealing with senior client stakeholders

- Excellent written communication skills with experience of drafting clear & comprehensive documentation to support technical implementation, administration processes, & client facing operational documentation.

Desirable

- Qualification & or working knowledge of Enterprise server systems, such as IBM, HP, Lenovo, Enterprise storage systems, such as IBM, EMC, Netapp, HP, VMware and/or Microsoft Hyper-V

- Working knowledge of LAN/WAN infrastructure & Cisco or Juniper network devices & at least one product from the Microsoft Server suite

- Knowledge of current network protocols & standards, incl TCP/IP, DNS, ICMP, TLS