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For Companies At a Glance
- Tasks: Manage IT service delivery, client relationships, and operational efficiency.
- Company: Join Ultima, a leading provider of managed IT services in London.
- Benefits: Enjoy hybrid work, corporate perks, and opportunities for professional growth.
- Why this job: Be the voice of the customer and drive meaningful improvements in service delivery.
- Qualifications: ITIL V4 certification and 4 years in a service delivery role required.
- Other info: Work in a dynamic environment with a focus on continuous improvement.
The predicted salary is between 48000 - 72000 £ per year.
Location: London (Hybrid) 2 days a week in our clients London office in Marylebone area and occasional presence in our Reading office.
The Service Delivery Manager plays a pivotal role in managing and enhancing the delivery of IT services to clients within Ultima. The SDM ensures service levels are consistently met, client satisfaction remains high, and operational efficiency is maintained. The role acts as the main point of contact for client escalations, service reviews, and continuous improvement initiatives. SDMs are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDMs also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.
MAIN DUTIES AND RESPONSIBILITES:
- Client Relationship Management
- Serve as the primary point of contact for assigned clients regarding service delivery matters.
- Conduct regular service reviews, ensuring SLAs, KPIs, and satisfaction metrics are met.
- Build trust with clients by proactively identifying areas for service improvement and innovation.
- Service Performance & Delivery
- Monitor, manage, and report on service delivery performance (SLAs, ticket resolution times, availability, etc.).
- Work with internal teams (e.g., NOC, Helpdesk, Projects) to ensure coordinated and high-quality service.
- Own incident and problem management processes for critical or recurring issues.
- Process & Continuous Improvement
- Identify service delivery gaps and lead initiatives to optimize operational processes.
- Ensure compliance with ITIL practices and documentation standards.
- Contribute to change and release management planning in coordination with technical teams.
- Escalation & Risk Management
- Act as the escalation point for client issues and drive resolution in collaboration with internal stakeholders.
- Identify service delivery risks and proactively mitigate them.
- Reporting & Analysis
- Deliver regular service performance reports and dashboards to both clients and internal leadership.
- Analyse service trends and recommend data-driven improvements.
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE:
- Minimum ITIL V4 certification.
- Minimum 4 years’ experience in an externally facing SDM role or equivalent.
- Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
- Extensive experience in delivering successful CSI initiatives.
- Excellent communication, customer presentation and customer relationship building skills.
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE:
- ITIL certification.
- Technical experience with supporting corporate IT environments.
- Prior experience in Incident or Problem Management.
- Service Now Tooling Experience.
KEY COMPETENCIES REQUIRED FOR ROLE:
- Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
- Decision Taking and Risk Management – Willingness to take difficult decisions, confidence in decision making and attitude to risk.
- Impression Management – Making an impact on others, establishing credibility with them, making a favourable impression.
- Self-Control – Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected.
- Integrity - Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people.
- Managing Change - Anticipating and handling colleagues reactions to change and helping them to accommodate it.
Service Delivery Manager employer: Ultima
Contact Detail:
Ultima Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL practices, as they are crucial for the Service Delivery Manager role. Understanding how to implement and adhere to these standards will not only help you in the interview but also demonstrate your commitment to service excellence.
✨Tip Number 2
Build a solid understanding of the specific clients you might be working with. Research their business models, challenges, and recent news to show that you can tailor your approach to meet their unique needs.
✨Tip Number 3
Prepare to discuss your experience with incident and problem management. Be ready to share specific examples of how you've successfully resolved issues and improved service delivery in previous roles.
✨Tip Number 4
Highlight your communication skills during networking opportunities. Engage with professionals in the industry, attend relevant events, and connect with current employees at StudySmarter to gain insights and make a lasting impression.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery management, particularly in IT environments. Emphasise your ITIL certification and any specific achievements related to client satisfaction and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the key competencies required for the role. Use specific examples from your past experiences that demonstrate your ability to manage client relationships and drive service improvements.
Showcase Your Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to convey complex information clearly. Consider including examples of successful presentations or client interactions you've had in previous roles.
Highlight Continuous Improvement Initiatives: Discuss any initiatives you've led or contributed to that focused on continuous service improvement. This could include process optimisations or successful change management projects that resulted in enhanced service delivery.
How to prepare for a job interview at Ultima
✨Know Your ITIL Inside Out
Since the role requires a minimum ITIL V4 certification, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles, especially in service delivery and continuous improvement.
✨Demonstrate Client Relationship Skills
As a Service Delivery Manager, building trust with clients is crucial. Prepare examples of how you've successfully managed client relationships, resolved escalations, and conducted service reviews to ensure satisfaction.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific incidents or problems you've managed in the past. Highlight your approach to incident management and how you collaborated with internal teams to drive resolutions and improve service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making and risk management skills. Think of situations where you had to make tough decisions under pressure and how you maintained calm while managing change.
