Service Delivery Manager
Location: Birmingham, Bristol & Other locations
Capability: Advisory
Job details
Location: Birmingham, Bristol, Glasgow, Leeds, London, Manchester, Reading
Capability: Advisory
Experience Level: Manager
Type: Full Time
Service Line: Technology & Data
Contract type: Permanent
Job description
Service Delivery Manager
As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.
Responsibilities:
- Provide end to end ownership of customer service contracts
- Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
- Coordinate effort and liaise between nearshore and offshore teams
- Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
- Ensure effective management and process controls are in place, and escalation is effective where necessary
- Act as a point of contact and escalation for contracted end customers
- Build services relationships with customers
- Track performance of services and prepare reporting on SLAs & KPIs
- Produce regular management reports for customers and attend review meetings
- Provide analysis, feedback and actions based on trends, root cause analysis and other reports
- Manage service improvement plans, inclusive of formalized creation and ownership with end customers
- Take an active involvement in recruitment and team retention
- Participate in offering improvements and creation
Requirements
- Minimum of 5 years’ service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
- Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
- Demonstrable problem-solving skills
- Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
- Organised and delivery focused, strong planning skills and process driven
- Superior time-management skills along with strong sense of urgency
- People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
- Able to work independently with minimal direction
- Experience in Microsoft Technology
- ITIL certified
About KPMG
With offices across the UK, we are part of a global network of firms providing Audit, Tax & Law, Consulting, and Technology Services to diverse clients.
Read moreOur Values
They provide us with a strong sense of identity, ensuring we can grow stronger. They bind us together, across our different backgrounds and cultures, and are common to each of us. Explore more about why Our Values matter.
Read moreFlexible hybrid working
From role sharing and flexible start and finish times to home working, we'll try and support the flexible work patterns that best suit you.
Read moreCommitted to inclusion
We’re committed to creating an inclusive environment where all colleagues thrive and reach their full potential, whatever their identity or background.
Read moreNeed support? Let us know
We're a member of the Business Disability Forum so please get in touch if you'd like to discuss any adjustments that you might need in the application process - and if you are successful beyond this.
Read moreDisability Confident Leader
We're a recognised leader in the Government's scheme. We offer a Guaranteed Interview Scheme for all experienced professional opportunities.
Read moreRecruitment agency policy
We don't accept speculative CVs from agencies - you can see our policy on agencies here:
Read more