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For Companies At a Glance
- Tasks: Ensure high-quality service delivery and drive improvements for contract customers.
- Company: Join a diverse team at boxxe, committed to innovation and excellence.
- Benefits: Gain valuable experience in IT service management and leadership.
- Why this job: Make a real impact by enhancing service delivery and customer satisfaction.
- Qualifications: Experience in IT services and strong leadership skills required.
- Other info: Opportunity to work in a dynamic environment with a focus on growth.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hemel Hempstead, England, United Kingdom
Mission
As a Service Delivery Manager, your mission is to ensure the seamless delivery of high-quality services to CAE's contract customers by overseeing key functions within the Service Department, owning performance of assigned contracts, driving service improvements, and enhancing profitability.
Responsibilities
- Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations.
- Manage Request, Change, and Escalation processes; drive accurate reporting and service improvements.
- Define, negotiate, and monitor SLAs; investigate breaches and implement corrective actions.
- Lead major incident communications and coordinate resolution efforts.
- Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers.
- Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies.
- Champion service considerations in projects to minimize impact on contracts.
- Conduct regular Service Delivery performance reviews with customers and document actions.
- Review and monitor change requests; attend CAB meetings as needed.
- Provide accurate management reporting and maintain effective cross-team communication.
- Line manage Service Delivery Analysts and embedded Service Desk teams, including PDRs and skill development.
- Implement best-practice Service Desk support function and support service transition for new or enhanced contracts.
- Ensure customers understand service scope and provide accurate service information to operations.
- Assist Account Director with contract renewals and identify new service opportunities.
Requirements
- Understanding of IT outsource Services.
- Strong understanding of ITIL, particularly Service Improvement.
- Proven ability to analyze data and implement performance improvements pragmatically.
- Understanding of sales cycles and their impact on service delivery.
- Broad knowledge of IT technologies (Networking, Server, Storage, Desktop).
- Experienced Service Management professional with a track record in large-scale environments.
- Previous experience as a Team Lead or Manager, or demonstrable ability to lead virtual teams.
- Skilled in managing third-party vendors and services.
- Expertise in incident management, escalation procedures, and related disciplines.
- Excellent leadership and people management skills.
- In-depth knowledge of ITIL disciplines.
Equal Opportunities
boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
To apply, contact hr@boxxe.com.
Service Delivery Manager (6 months Fixed Term Contract) in Hemel Hempstead employer: boxxe
Contact Detail:
boxxe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager (6 months Fixed Term Contract) in Hemel Hempstead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at CAE or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery and ITIL. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your achievements! When you get the chance to speak with potential employers, highlight specific examples of how you've improved service delivery or managed teams effectively. Numbers and results speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Service Delivery Manager (6 months Fixed Term Contract) in Hemel Hempstead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with ITIL, service improvements, and managing teams. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service delivery and how you can contribute to our team. Keep it concise but impactful – we love a good story!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved service delivery or managed successful projects. Numbers and results speak volumes to us.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at boxxe
✨Know Your ITIL Inside Out
As a Service Delivery Manager, you'll need to demonstrate a solid understanding of ITIL principles, especially around service improvement. Brush up on your ITIL knowledge and be ready to discuss how you've applied these concepts in previous roles.
✨Showcase Your Leadership Skills
You'll be managing teams and liaising with customers, so it's crucial to highlight your leadership experience. Prepare examples of how you've successfully led teams or managed third-party vendors, focusing on the outcomes of your actions.
✨Be Data-Driven
The role requires analysing data to implement performance improvements. Come prepared with specific examples of how you've used data to drive service enhancements in past positions. This will show your analytical skills and your ability to make informed decisions.
✨Understand the Customer's Perspective
Building strong relationships with service owners and customers is key. Think about how you can demonstrate your customer-centric approach during the interview. Be ready to discuss how you've handled customer issues and improved their experience in previous roles.