Job details

The Service Delivery Manager role resides within the Service Management function of the Information Services Organisation (ISO).  Service Delivery Managers are responsible for ensuring IT products and services provide value to the Business.

Imagine having a talent that could benefit someone you’ve never met and solve problems you didn’t even know existed. Well, you do, and you can. And we’re here to help you do just that. At PSR we are the go-to place for talented contractors and temps for a rich variety of civil service roles.

As Service Delivery Manager you will you will:

• Be fully accountable for all elements within the Operational Services allocated
• Own and manage the Service Delivery relationship with all stakeholders for allocated Services
• Own and fully understand the Service definitions and SLA definitions. Ensure that these requirements are fully understood by the appropriate support teams
• Work in collaboration with Service Design and Transition to deliver change to service
• Responsible for SLA negotiation
• Responsible for the maintenance of the Service Catalogue for allocated services
• Responsible for driving continuous service improvement activities across allocated services
• Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement
• Responsible for ensuring resolver groups involved in the progression of incidents or problems are completed in accordance with OLAs.
• Responsible for ensuring change to allocated service is captured and managed. Working with Service Transition to ensure larger changes are managed according process.
• Responsible for measuring, tracking and reporting on Customer Satisfaction, including resulting Service Improvement activity.
• Responsible for keeping customer contact during Major or Service impacting Incidents to advise of progress.

 You’ll have:

• Experience running and managing effective services
• Experience of working within an ITSM function
• Specialist/expert capabilities in ITIL processes
• ITIL Practitioner certification required
• Proven ability to influence all levels – strong influencing skills
• Communication – strong written & verbal

It would be great to also have:

• ITIL Expert certification

If this sounds like you, please click the link to apply and speak to one of our PSR team now.

“If you require any reasonable adjustments to support your application please contact Joanna.cunningham@publicsectorresourcing.co.uk managing the role”

"In applying for this role you acknowledge the following; this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment, and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."