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Service Delivery Lead

Job Title: Service Delivery Lead
Contract Type: Contract
Location: Milton Keynes, Buckinghamshire
Industry:
IT
Salary: £450 - £500 per day
Reference: BBBH55698_1510237665
Contact Name: Cameron De Souza
Contact Email: c.desouza@parity.net
Job Published: November 09, 2017 14:27

Job Description

Service Delivery Lead
Milton Keynes
£450-£500 per day
Sc cleared

The role

  • Define and agree Customer Service Level Requirements for new services
  • Agree resource effort for the delivery of services with Operational Managers
  • Involvement in the periodic review of SLAs with existing Customers
  • Responsibility for the maintenance of any underpinning agreements with both internal operational teams and 3rd party suppliers
  • Overall ownership for all CSI initiatives and plans agreed between GDT Operations and their internal and external suppliers for the services, including risk mitigation measures
  • Support SDMs where necessary during periods of major disruption such as P1 incidents causing a loss of service
  • Review all Service Reports prior to their release to the customers
  • Ensure that you attend a cross section of Service Review Meetings each month
  • Remove any blockers to allow the SDMs to bring actions to a successful resolution
  • Act as the primary point of escalation for all services taking them all through to resolution
  • Manage any complaints through to their conclusion
  • Ensure that Customer satisfaction surveys are carried out regularly
  • Act as Deputy for the Head of Service Delivery

  1. Skills/Experience Required


Essential

  • ITIL Foundation certificate
  • Strong people management skills
  • Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
  • Reliability and flexibility
  • Excellent communication skills
  • Strong relationship and stakeholder mangement skills
  • Good drafting skills
  • Good presentation skills
  • Knowledge of SLAs/OLAs/Contracts and their relationships
  • Successful track record of achieving performance & delivery targets
  • Ability to develop solutions with focus on customer needs



Desirable

  • Knowledge of
    • Service Now
    • Prince2
    • Microsoft Project
  • ITIL Expert certificate
  • Previous experience in delivering services


please only apply if you have the essential experience

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