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- Tasks: Lead managed service engagements and support clients using ITIL processes.
- Company: Join BJSS, a forward-thinking company empowering people to excel in tech.
- Benefits: Enjoy flexible benefits, hybrid working, and an industry-leading health plan.
- Why this job: Be part of a dynamic team focused on innovation and continuous improvement.
- Qualifications: Experience in service management, ITIL certifications, and cloud support required.
- Other info: Engage in a vibrant social calendar and opportunities for professional growth.
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.
Service Delivery Manager employer: BJSS
Contact Detail:
BJSS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL processes, as they are crucial for the Service Delivery Manager role. Understanding how to effectively manage incidents, changes, and problems will set you apart from other candidates.
✨Tip Number 2
Showcase your experience in managing 2nd and 3rd line support services. Be prepared to discuss specific examples of how you've successfully resolved complex issues and improved service delivery in previous roles.
✨Tip Number 3
Highlight your knowledge of cloud environments, particularly AWS and Azure. Being able to demonstrate your hands-on experience with these platforms will be a significant advantage during discussions.
✨Tip Number 4
Emphasise your ability to build strong client relationships. Prepare to share examples of how you've fostered partnerships and improved client satisfaction in your past roles, as this is key to the position.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Service Desk Management, particularly in Application Support and managing 2nd and 3rd line support services. Use specific examples that demonstrate your knowledge of ITIL processes and cloud environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for Service Management and continual improvement. Mention how your experience aligns with the responsibilities of the Service Delivery Manager role and how you can contribute to the client-centric approach of the company.
Showcase Relevant Certifications: If you have ITIL certifications or any other relevant qualifications, make sure to include them prominently in your application. This will demonstrate your commitment to professional development and your understanding of industry standards.
Highlight Soft Skills: Service Delivery Managers need strong communication and presenting abilities. In your application, provide examples of how you've successfully built client relationships and managed teams, showcasing your flexible 'can do' attitude.
How to prepare for a job interview at BJSS
✨Understand ITIL Processes
Make sure you have a solid grasp of ITIL processes such as Incident, Problem, and Change Management. Be prepared to discuss how you've applied these in previous roles, as this will demonstrate your capability to manage service delivery effectively.
✨Showcase Your Client Relationship Skills
Since building strong client relationships is key for this role, think of examples where you've successfully partnered with clients. Highlight your communication skills and how you've fostered collaboration to enhance service delivery.
✨Demonstrate Agile Experience
Be ready to talk about your experience working in Agile environments. Share specific instances where you've adapted to changing requirements and how you've contributed to continuous improvement within your team.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of cloud environments like AWS and Azure. Be prepared to answer questions about your technical experience and how it relates to supporting clients' platforms and applications.
