Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead managed service engagements and build strong client relationships while managing daily operations.
- Company: Join BJSS, a forward-thinking company dedicated to empowering people and enhancing IT services.
- Benefits: Enjoy flexible benefits, industry-leading health plans, hybrid working, and discounts on various brands.
- Why this job: Be part of a dynamic team focused on continual improvement and innovative service delivery.
- Qualifications: Experience in service desk management, ITIL processes, and cloud environments is essential.
- Other info: Engage in a vibrant social calendar and opportunities for professional growth and certifications.
The predicted salary is between 42000 - 84000 £ per year.
About the Role
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\’re 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. We are current looking for a Service Delivery Manager to join us.
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 escape 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
#J-18808-Ljbffr
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 manage incidents, problems, and changes will give you a solid foundation to discuss during interviews.
✨Tip Number 2
Showcase your experience in managing 2nd and 3rd line support services. Be prepared to share specific examples of how you've successfully resolved issues and improved service delivery in previous roles.
✨Tip Number 3
Highlight your knowledge of cloud environments, particularly AWS and Azure. Discuss any relevant projects or experiences where you've supported these platforms, as this is a key requirement for the position.
✨Tip Number 4
Demonstrate your ability to build strong client relationships. Prepare anecdotes that illustrate your communication skills and how you've fostered partnerships in past roles, as this will be vital for success in the role.
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 delivery management, particularly in ITIL processes and cloud environments. Use specific examples that demonstrate your ability to manage 2nd and 3rd line support services.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service management and continual improvement. Mention how your skills align with the company's client-centric approach and your experience in Agile working environments.
Highlight Relevant Certifications: If you have ITIL certifications or any other relevant qualifications, make sure to mention them prominently in your application. This will show your commitment to professional development and your understanding of service management best practices.
Showcase Soft Skills: In your application, emphasise your strong communication and presenting abilities. Provide examples of how you've built client relationships and fostered a partnering approach in previous roles, as these are key aspects of the Service Delivery Manager position.
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.
