Job Description

Job Title: Service Delivery Manager
Location: Feltham
Work Mode: Mostly Remote with Occasional Client Visit
Job Type: Full-Time

We are seeking a highly motivated and experienced Service Delivery Manager (SDM) to oversee the delivery of IT services to our valued clients. In this role, you will act as the primary point of contact for service-related matters, ensuring that services are delivered efficiently, meet client expectations, and align with agreed Service Level Agreements (SLAs).

This is a key leadership position requiring excellent communication, organizational, and problem-solving skills to drive exceptional service delivery and continuous improvement.

• Service Management: Oversee the delivery of IT and business services, ensuring alignment with SLAs and performance metrics.
• Customer Engagement: Build and maintain strong relationships with clients, acting as their advocate within the organization.
• Incident and Problem Resolution: Manage escalations, coordinate resolutions, and ensure issues are addressed promptly.
• Team Leadership: Collaborate with technical teams and manage resources to support service delivery.
• Continuous Improvement: Identify opportunities to optimize service delivery processes and implement best practices.
• Reporting: Prepare and present detailed service performance reports to stakeholders.
• Compliance: Ensure all service activities adhere to legal, regulatory, and company standards.

Essential Skills & Experience:

• Proven experience in a Service Delivery Manager or similar role.
• Strong understanding of IT Service Management (ITSM) frameworks such as ITIL.
• Exceptional customer service and relationship management skills.
• Proficient in managing SLAs, KPIs, and service performance metrics.
• Experience with ticketing and ITSM tools (e.g., ServiceNow, Jira).
• Basic technical knowledge of IT infrastructure, networking, and cloud services.
• Excellent communication, leadership, and problem-solving abilities.

Preferred Qualifications:

• ITIL Foundation or higher certification.
• Experience working in IT services, networking, or telecommunications industries.
• Familiarity with service delivery in hybrid or cloud environments.

This is an urgent vacancy. If you are interested then please apply directly to the ad or send your CV to khushboo. removed)

Randstad Technologies is acting as an Employment Business in relation to this vacancy.