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- Tasks: Lead managed service engagements and build strong client relationships.
- Company: Join a dynamic tech company focused on empowering people.
- Benefits: Flexible benefits, health plans, hybrid working, and training opportunities.
- Why this job: Make a real impact in service delivery while growing your career.
- Qualifications: Experience in service management and ITIL processes required.
- Other info: Enjoy a vibrant social calendar and opportunities for community involvement.
The predicted salary is between 36000 - 60000 £ per year.
Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We are dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement to join our expanding Service Management Capability and Managed service team to support our continued growth.
Our Service Delivery Managers will:
- Lead one or more managed service engagements for BJSS clients.
- Build strong client relationships which fosters a partnering approach to Service Delivery.
- Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
- Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with our documented Service Levels.
- Attain the required knowledge of the client, platform, and application to provide the support required.
- Know when to escalate issues that require additional attention.
- Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.
- Work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications.
- Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
- Operate in Agile working environments with varying Agile practices.
- Support cloud environments in AWS and Azure.
About You
Alongside a wealth of Service Desk Management experience within an Application Support environment and experience of managing hosting suppliers, we would also look for:
- Demonstrable experience of managing 2nd and 3rd line support services.
- Experience of supporting cloud environments.
- Experience of Service Design and Service Transition.
- ITIL certifications with strong ITIL knowledge, and specific demonstrable experience across all the ITIL processes (e.g. Incident, Problem, Change and Capacity reporting).
- Experience of several distinct implementations.
- A solid experience and understanding of the management of commercial contracts.
- ISO9001/ISO27001 experience & knowledge.
- Experience of mapping, documenting and implementing business processes and ensuring continuous improvement thereof.
- A solid understanding of software development methodologies, Project Management techniques and Agile practices.
- A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure.
- Technical knowledge and experience with IT infrastructure and software.
- A passion for Service Management, focus on continual improvement and enthusiasm to learn.
- A flexible ‘can do’ attitude.
- Strong communication/presenting ability.
Some of the Perks
- Flexible benefits allowance – you choose how to spend your allowance (additional pension contributions, healthcare, dental and more).
- Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and other Life Assurance (4 x annual salary).
- 25 days annual leave plus bank holidays.
- Hybrid working - Our roles are not fully remote as we take pride in the tight knit communities we have created at our local offices. But we offer plenty of flexibility and you can split your time between the office, client site and WFH.
- Discounts – we have preferred rates from dozens of retail, lifestyle, and utility brands.
- An industry-leading referral scheme with no limits on the number of referrals.
- Flexible holiday buy/sell option.
- Electric vehicle scheme.
- Training opportunities and incentives – we support professional certifications across engineering and non-engineering roles, including unlimited access to O’Reilly.
- Giving back – the ability to get involved nationally and regionally with partnerships to get people from diverse backgrounds into tech.
- You will become part of a squad with people from different areas within the business who will help you grow at BJSS.
- We have a busy social calendar that you can choose to join– quarterly town halls/squad nights out/weekends away with families included/office get togethers.
- GymFlex gym membership programme.
Service Delivery Manager in Reading employer: BJSS
Contact Detail:
BJSS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Reading
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their services and think about how your experience aligns with their needs. We want to see you shine!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples from your past experiences to demonstrate how you've tackled challenges. We love a good story!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals to join our team.
We think you need these skills to ace Service Delivery Manager in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience with ITIL processes and cloud environments, as these are key to what we’re looking for at StudySmarter.
Showcase Your Client Relationships: We love seeing candidates who can build strong client relationships. Share examples of how you've fostered partnerships in your previous roles, especially in service delivery contexts.
Demonstrate Continuous Improvement: We're all about continual improvement here at StudySmarter. Include specific instances where you've assessed and improved processes or services in your past roles to show us your proactive approach.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at BJSS
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss specific processes like Incident and Change Management, as well as how you've applied them in past roles. This will show that you’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your Client Relationship Skills
Prepare examples of how you've built strong relationships with clients in previous positions. Think about times when you’ve successfully managed expectations or resolved conflicts. This will demonstrate your ability to foster a partnering approach to service delivery.
✨Demonstrate Your Agile Mindset
Since the role involves working in Agile environments, be ready to discuss your experience with Agile practices. Share specific examples of how you've adapted to changing requirements and contributed to continuous improvement within teams.
✨Be Ready to Talk Tech
Familiarise yourself with the technical aspects of the role, especially around cloud environments like AWS and Azure. Be prepared to discuss any relevant technical knowledge or experience you have, as this will help you stand out as a candidate who can bridge the gap between technical support and service management.
