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For Companies At a Glance
- Tasks: Lead IT service improvements and manage performance across teams and suppliers.
- Company: Join Zensar Technologies, a leader in IT services and consulting.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be a catalyst for change and enhance IT services that impact businesses.
- Qualifications: 3+ years in ITIL processes and Service Level Management required.
- Other info: Work in a dynamic environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the role at Zensar Technologies.
Section 1 – Details
- Job Title: Senior Service Delivery Manager
- Band / Grade: Associate
- Team: Service Integration and Management (SIAM)
- Responsible to / Line Manager: Principal, Service Integration and Management
- Direct Reports: No direct reports
- Location: Nearshore/Onshore
Section 2 – Purpose of Job
The Senior Service Delivery Manager will perform an ITSM consultant role within the Service Performance, Governance & Assurance function in the SIAM team, acting as a catalyst for Continuous Service Improvement and providing Service Level Management support to the Service Level Manager. They will provide Subject Matter Expertise in standards and best practices, focusing on improving IT services to align with business objectives by identifying and implementing process and system improvements across the customer Ecosystem, which includes internal IT support teams, Third Party Vendors, and Suppliers/Partners. The role involves defining, documenting, and integrating Continual Service Improvement (CSI) policies and processes, chairing the CSI Forum to drive stability, quality, efficiency, and effectiveness in line with ITIL best practices. The role also includes converting contractual SLAs into report conditions for ServiceNow, negotiating SLA conditions, and working with stakeholders to analyze performance data, recommend improvements, and assess their effectiveness.
Section 3 – Accountabilities & Responsibilities
- Provide expertise in IT Service Management, Service Level Management, CSI, and Service Performance & Governance.
- Ensure a coordinated approach to improving Ecosystem performance through CSI policies, processes, and standards.
- Govern CSI across the customer Ecosystem, promoting a CSI culture and sharing best practices.
- Manage underperformance or areas for improvement via CSI procedures and oversee remediation.
- Prioritize improvement initiatives based on impact and business alignment.
- Collaborate with IT operations, process areas, suppliers, and leadership to implement improvements.
- Assess and document the business impact and ROI of implemented solutions.
- Support the Service Level Manager in mapping and reviewing service levels, SLAs, OLAs, and UCs.
- Convert SLAs and UCs into report configurations in ServiceNow, including negotiations.
- Establish and chair the CSI Forum, define reporting approaches, and manage the CSI Register.
Section 4 – Knowledge, Skills, Experience & Qualifications
- Proficient in all ITIL processes, with at least ITIL v3 Practitioner accreditation.
- Minimum 3 years' experience in CSI, preferably within a multi-tier SIAM model.
- Minimum 3 years' experience in Service Level Management, with practical implementation experience.
- Experience in defining and configuring SLA report conditions in ServiceNow.
- Proficient in chairing IT Service Performance/Governance meetings and defining KPIs and metrics.
- Strong organizational, communication, conflict management, and negotiation skills.
- Effective at building relationships with suppliers and internal stakeholders.
- Good analytical and reporting skills, with proficiency in ServiceNow reporting tools.
- Experience producing governance artifacts like report packs and scorecards.
- Desirable: experience with audits and third-party reporting tools like Power BI or Tableau.
Section 5 – Challenges
The role involves managing multiple service providers, internal teams, and suppliers, requiring a structured governance framework that effectively measures and tracks IT performance to ensure stability, quality, and efficiency in line with ITIL standards. Driving improvements and managing underperformance through CSI initiatives is a key challenge.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: IT Services and IT Consulting
CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT employer: Zensar Technologies
Contact Detail:
Zensar Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially around Continual Service Improvement (CSI). Understanding these principles will not only help you in interviews but also demonstrate your commitment to aligning IT services with business objectives.
✨Tip Number 2
Network with professionals in the Service Integration and Management (SIAM) field. Attend relevant industry events or webinars to connect with others who may provide insights or even referrals for the role you're interested in.
✨Tip Number 3
Prepare to discuss specific examples of how you've implemented process improvements in previous roles. Highlighting your practical experience with Service Level Management and CSI will set you apart from other candidates.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in past projects. Being able to articulate the impact of your improvements on service performance will resonate well with hiring managers.
We think you need these skills to ace CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management, Continuous Service Improvement (CSI), and Service Level Management. Use specific examples that demonstrate your expertise in these areas.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your experience with ITIL processes and your ability to drive improvements within a multi-tier SIAM model.
Showcase Relevant Skills: In your application, clearly outline your skills in negotiation, conflict management, and relationship building with suppliers and stakeholders. These are crucial for the Senior Service Delivery Manager role.
Highlight Achievements: Include specific achievements related to service performance and governance. Mention any successful projects where you implemented CSI initiatives or improved service levels, as this will set you apart from other candidates.
How to prepare for a job interview at Zensar Technologies
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL processes during the interview. Be prepared to discuss how you've applied these principles in previous roles, especially in relation to Service Level Management and Continuous Service Improvement.
✨Demonstrate Your Analytical Skills
Since the role involves assessing performance data and recommending improvements, be ready to share examples of how you've used analytical skills to drive service enhancements. Discuss any tools you've used, like ServiceNow or reporting software, to support your findings.
✨Prepare for Stakeholder Engagement Scenarios
Expect questions about how you manage relationships with suppliers and internal stakeholders. Prepare examples that showcase your communication and negotiation skills, particularly in challenging situations where you had to drive consensus or resolve conflicts.
✨Discuss Your Experience with Governance Frameworks
The role requires a structured governance framework for managing multiple service providers. Be ready to explain your experience in establishing governance processes, chairing meetings, and producing governance artifacts like report packs and scorecards.
