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For Companies At a Glance
- Tasks: Build strong client relationships and manage service delivery processes.
- Company: Join Endava, a leading tech company transforming the digital landscape.
- Benefits: Enjoy flexible working options and a vibrant corporate culture.
- Why this job: Be part of a dynamic team focused on innovation and customer satisfaction.
- Qualifications: Experience in ITIL services and strong communication skills required.
- Other info: This role is based in Reading, UK, with opportunities for growth.
The predicted salary is between 43200 - 72000 £ per year.
Service DeliveryCluj-Napoca+6 more
What\’s this role about?
* Developing client relationships. * Contractual Management: actively participates in Client / internal contract negotiations * Production of Service Design requirements. * Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments. * Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services. * Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services. * Process Management: establishment and maintenance of the processes required in the provision of Client Services. * Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets). * Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability. * CSAT: monitors and influences improved customer experience. * Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact. * Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes. * Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis. * Service Improvement Management: ensures Continual Service Improvement (CSI). * Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services. * Acts as bridge between the client and internal operation managers.
What skills and experience do you need?
* Experience working in delivery of similar ITIL aligned services to SLAs. * Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting. * Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs. * Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans. * Managing multiple work streams, internal resources and dynamic client priorities. * Excellent written and spoken English. * Able to write clear and articulate reports. * Diplomatic and able to remain calm under pressure.
Senior Service Delivery Manager employer: Endava
Contact Detail:
Endava Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Network with professionals in the IT service delivery field, especially those who have experience with ITIL-aligned services. Attend industry events or webinars to connect with potential colleagues and learn more about the role.
✨Tip Number 2
Familiarise yourself with the latest trends in service delivery management, particularly around SLAs and customer satisfaction metrics. This knowledge will help you engage in meaningful conversations during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed service transitions or improved customer satisfaction in previous roles. Real-life scenarios can demonstrate your expertise and problem-solving skills effectively.
✨Tip Number 4
Research Endava's client base and their service delivery needs. Understanding their business model and challenges will allow you to tailor your discussions and show how you can add value to their operations.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Senior Service Delivery Manager position. Understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL-aligned services, client relationship management, and service delivery. Use specific examples that demonstrate your ability to meet SLAs and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that connects your experience with the requirements of the role. Emphasise your strong communication skills and ability to manage multiple priorities, as these are crucial for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a managerial role.
How to prepare for a job interview at Endava
✨Understand ITIL Principles
Make sure you have a solid grasp of ITIL-aligned services and how they relate to SLAs. Be prepared to discuss your experience in delivering these services and how you've managed to meet or exceed service level agreements in previous roles.
✨Showcase Your Communication Skills
Since strong communication is key for this role, practice articulating your thoughts clearly and confidently. Think of examples where you've effectively communicated with diverse teams or senior management, and be ready to share those stories.
✨Demonstrate Organisational Skills
Prepare to discuss how you manage multiple work streams and priorities. Bring examples of how you've produced service reports and improvement plans, showcasing your ability to stay organised and focused under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially in high-pressure situations. Think of past experiences where you've had to address service disruptions or improve customer satisfaction, and be ready to explain your approach and the outcomes.
