Service Delivery Manager, ITIL Qualified

Service Delivery Manager, ITIL Qualified

Location: Birmingham , West Midlands (County) Salary: 30000 - 35000 per annum + Pension Date posted: 08/06/2012 18:02 Job type:Permanent Company: Coburg Banks IT Limited Contact: Charles Trivett Ref: Totaljobs/BBBH4154 Job ID: 53751423

Position: Service Delivery Manager, ITIL Qualified

Location: Birmingham, West Midlands

Salary: 34,000 to 35,000

Benefits: Pension


We are looking for an experienced ITIL qualified Service Delivery Manager to join a major UK company based in Birmingham close to New Street Station.

You will take ownership and manage the provision of IT services delivered both by the internal IT department and by their third party suppliers.


The Role


You be able to work unsupervised and take ownership for day to day IT Service escalations seeing them through to resolution / customer satisfaction, working alongside the Service Level Manager in the production of scheduled IT Service performance reports

You will ownership and lead the Major Incident process, ensuring that the correct escalation procedures are adhered to and instigated while ensuring Business stakeholders are fully engaged whist the major incident is 'active' and to produce and deliver Major Incident Reports to the relevant business units/business stakeholders.

You will work alongside the Service Level Manager to monitor and support Service Delivery teams to ensure that all are working effectively and delivering outstanding service in adherence with set SLA's and Service Management processes.

You will take responsibility alongside the Service Level Manager for budget cycle management for the supplier / service renewals.

You will act as a member of the Change Advisory Board, attending regular CAB meetings as well as take ownership for supplier / customer service review meetings to address service performance, improvements and quality.

You will ensure third party suppliers deliver service in line with the agreed service contracts with adherence to agreed service levels.

You will act as the primary point of contact for all IT service escalations


Key Experience Required


You will be an experienced Service Delivery Manager with at least five years in an SDM role either with an IT outsourcing company or a large multi-level end user that use both internal and external IT resources.

You must be ITIL qualified at least to foundation level.

You will need to have strong people management skills and be experience in managing virtual teams.

You will have excellent communication and organisational skills with a strong customer focus.


This is an excellent and rare opportunity with a Global company and a chance for someone to really make their mark in a rapidly evolving organisation.