Senior Service Delivery Manager

The provided job description contains detailed information about the responsibilities and skills required for the role. However, it lacks proper HTML structure, which affects readability and engagement. To improve, I will organize the content with appropriate headings, use lists consistently, and ensure clarity and conciseness.

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Responsibilities

1. Contractual Management: Actively participate in client/internal contract negotiations.
2. Service Design: Produce service design requirements.
3. Cost and Resource Estimation: Contribute to estimating costs, timescales, and resources for service delivery.
4. Service Catalogue Management: Ensure the Service Catalogue is established, agreed upon with the client, and updated.
5. Service Governance: Evaluate service status, including SLA management and other metrics.
6. Process Management: Establish and maintain processes for client services.
7. Monitoring and Reporting: Monitor, measure, and report on contractual activities and service management processes.
8. Commercial Management: Assist in planning and managing financial budgets to optimize profitability.
9. Customer Satisfaction (CSAT): Monitor and improve customer experience.
10. Problem Management: Address problems timely with minimal impact.
11. Service Transition Management: Ensure smooth transition of new or changed services.
12. Business Continuity: Collaborate on risk management, impact analysis, and contingency planning.
13. Client-Internal Coordination: Act as a bridge between the client and internal operations.

Skills and Experience Needed

• Experience delivering ITIL-aligned services to SLAs.
• Knowledge of virtualization, networking, and hosting technologies.
• Strong communication skills across technical and managerial levels.
• Organized with experience producing service reports and improvement plans.
• Ability to manage multiple projects and priorities.
• Excellent English communication skills, both written and spoken.
• Ability to produce clear reports.
• Diplomatic, calm under pressure.

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