At a Glance
- Tasks: Lead the delivery of IT services, ensuring top-notch performance and customer satisfaction.
- Company: Join a dynamic team in a leading managed services environment.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Great chance to work with cutting-edge technologies and develop your career.
- Why this job: Make a real impact by improving IT services and enhancing customer experiences.
- Qualifications: Experience in service delivery management and strong communication skills required.
The predicted salary is between 61408 - 75000 £ per year.
The Role
The Service Delivery Manager is responsible for the end-to-end delivery of IT managed services, ensuring service performance, customer satisfaction, contractual compliance, and continual service improvement.
The role acts as the primary point of contact between the customer, internal delivery teams, and third-party suppliers, ensuring services are delivered in line with agreed Service Level Agreements (SLAs), operational objectives, and business outcomes.
Your responsibilities
- Service Delivery Management
- Own the delivery of IT managed services across all assigned service towers.
- Ensure compliance with SLAs, KPIs, OLAs, contractual obligations, and operational targets.
- Monitor service performance and drive proactive measures to improve service quality.
- Lead service review meetings and present operational performance to customer stakeholders.
- Ensure service continuity, availability, and operational stability.
- Customer & Stakeholder Management
- Act as the primary customer-facing representative for service delivery.
- Build strong relationships with business, technical, and executive stakeholders.
- Manage customer expectations through regular engagement and communication.
- Provide regular service reports, performance updates, and improvement recommendations.
- Governance & Service Management
- Chair weekly, monthly, and quarterly service governance meetings.
- Drive ITIL-aligned Incident, Problem, Change, Request, and Knowledge Management processes.
- Ensure service risks, issues, and dependencies are actively managed through RAID governance.
- Track contractual commitments and oversee service compliance activities.
- Continual Service Improvement
- Identify opportunities to improve efficiency, automation, customer experience, and service quality.
- Develop and maintain Continual Service Improvement (CSI) plans.
- Monitor trends and implement actions to reduce recurring incidents and improve user satisfaction.
- Support service transformation and modernization initiatives.
- Supplier & Vendor Management
- Coordinate and govern third-party suppliers and support partners.
- Ensure supplier performance meets agreed service levels.
- Manage escalations involving external vendors and service providers.
- Support SIAM and multi-vendor operating environments where applicable.
- Financial & Commercial Management
- Support budgeting, forecasting, service reviews, and cost management activities.
- Monitor service consumption and identify cost optimization opportunities.
- Contribute to contract renewals, renewals planning, and commercial discussions.
- Ensure effective management of service credits, risks, and contractual obligations.
- Service Transition & Projects
- Support onboarding of new services and transition into BAU operations.
- Participate in project governance to ensure operational readiness.
- Review solution designs, support models, and acceptance criteria before service handover.
- Ensure knowledge transfer and documentation are completed before service acceptance.
- People Leadership
- Provide leadership and direction to service management and operational teams.
- Foster a customer-focused and high-performance culture.
- Support resource planning, capability development, and team engagement activities.
- Coach and mentor team members where appropriate.
Your Profile
Essential skills/knowledge/experience
- Proven experience as a Service Delivery Manager within a Managed Services environment.
- Strong understanding of ITIL service management practices including Incident, Problem, Change, and Service Level Management.
- Experience managing enterprise services across M365, Azure, End User Computing, Service Desk, Network, Security, or Cloud environments.
- Excellent stakeholder management, communication, and customer engagement skills.
- Experience managing suppliers and working within SIAM or multi-vendor environments.
- Strong analytical, reporting, governance, and service improvement capabilities.
- Experience delivering services against SLAs, KPIs, and contractual commitments and optimisation of the ITSM Service Now toolset, working with vendors to maximise its value.
Desirable skills/knowledge/experience
- ITIL Foundation or ITIL Managing Professional certification.
- Experience with Service Now ITSM platforms.
- Knowledge of Microsoft Azure, Microsoft 365, Intune, and modern workplace technologies.
- Experience supporting service transitions and digital transformation programmes.
- Prince2, Agile, Scrum, or project management certification.
- Experience within regulated industries such as Energy, Utilities, Nuclear, Healthcare, or Financial Services.
IT Service management SDM - SC cleared in Leiston employer: Tcs Uk
As a Data Governance Specialist at our company, you will be part of a dynamic team dedicated to driving customer excellence through robust data governance practices. We pride ourselves on fostering a collaborative work culture that values innovation and continuous learning, offering ample opportunities for professional growth in a supportive environment. Located in a vibrant area, our workplace not only provides a stimulating atmosphere but also encourages a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service management SDM - SC cleared in Leiston
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tcs Uk values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tcs Uk might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tcs Uk!
✨Direct Apply to Tcs Uk
Let's not forget to apply directly through the Tcs Uk website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service management SDM - SC cleared in Leiston
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tcs Uk.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tcs Uk. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tcs Uk
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
