Senior Service Delivery Manager

Opticore IT is a specialist Network Engineer and Project Management consultancy offering a wide variety of opportunities to work within fast‑paced, challenging environments across our client base spanning multiple sectors including Finance, Broadcast Media, Telecommunications and more.

Opticore IT is currently searching for a Senior Service Delivery Manager who is ITIL certified with an extensive Service Delivery background and strong experience within Incident, Problem & Change management. You'll join our excelling team of 5 other SDMs, based in the London area.

A bit about the opportunity:

You'll work with our client dedicated Network Operations Centre (NOC) to ensure the Managed Services we provide deliver value, are fit for purpose and exceed customer expectations. You will be required to measure and report on the services we deliver and you will then present this information in the form of Service Reviews to our client.

What you'll be doing:

• Design (within corporate identity) and production of Service Reports.
• Liaising with NOC management to ensure the service delivered is accurately measured.
• Governance of client specific processes and SLA tracking.
• Scheduling of agreed customer meetings/reviews to ensure maximum participation.
• Chairing of Service Reviews with the client and accurate action tracking.
• Ensuring all actions from Service Reviews are completed within a timely manner.
• Escalation point for any Service Issues that require Opticore management involvement.
• Take the lead in Continual Service Improvement Process onsite and establish CSI-Register.
• Manage Risk Register following M_o_R principles.
• Ad‑hoc client meeting attendance and action tracking.
• Participation in NOC team meetings and appropriate support of Team Leader to ensure full delivery of service.
• Min. 2 days per week at HQ/ customer site.

What you'll bring:

• Min. 5 years working history in IT Service Delivery within an ITIL environment.
• Relevant ITIL certification (V4 Managing Professional / ITIL V3 expert).
• Extensive exposure to Incident, Problem, and Change Management with a managed service provider (MSP).
• Able to quickly establish credibility and rapport with clients.
• Excellent customer service and communication (Written & Oral) skills.
• Attention to detail and the ability to work well under pressure.
• Experience of managing risks and driving service improvement through effective process governance.
• Ability to deliver small/medium projects within agreed time frames.
• Supplier and Vendor Management experience.

What you’ll gain:

Here at Opticore IT we believe in investing in our team as we understand that we are only as great as our engineers, so learning and development is a big deal for us. Whether you’re going for next ITIL Cert or looking for any other accreditations Opticore IT has your back with all our training, courses, shared knowledge and the most important part it’s all free! On top of that, we also give you:

• Competitive Salary & discretionary bonus
• 23 days holiday + bank holidays
• Private healthcare & dental
• Pension
• EV car, workplace nursery, tech, and cycle‑to‑work salary sacrifice schemes
• Team & Company Social events
• EMI share scheme

Diversity:

At Opticore IT we embrace diversity and are committed to equal opportunities. We actively recruit for an inclusive and diverse workforce and as such, want to ensure we do everything we can to support your application. We want you to feel empowered to let us know if you require any adjustments to be made with your application or interview process so please speak to our recruitment team.