Service Delivery Manager

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Service Delivery Manager needed for Fast growing Technology Support Services business in the City

 

DSP offers award winning IT Consultancy and Modern Managed Services for Oracle, Microsoft and Cloud technologies (particularly Oracle Cloud, Azure and AWS). Our mission is to ensure that our clients have access to enterprise grade application platforms that are optimally managed, whether on-premise or in the cloud. We combine 20 years of technical expertise, first rate people and innovative services such as ‘Continuous Maintenance’ to offer 24x7x365 support services both in the UK and around the globe. Joining DSP means working alongside well-respected consultants in a market leading, high-growth business which is aiming to lead the pack when it comes to modern service delivery. Automation, Machine Learning, Devops and Cloud are at the heart of the services we offer.

DSP’s consultants offer expert help with formulating strategy, quantifying business benefits, identifying opportunities and implementing solutions that best meet customer requirements using the Microsoft or Oracle Solution Stack.

You will report directly to the Head of Technical Services and be responsible for the delivery and BAU (Business as Usual) functions of our Managed Services Team. The Service Delivery Manager will be involved with our customers from cradle-to-grave: attending pre-sales meetings, on-boarding new clients, delivering client reviews, managing the Service Delivery teams, liaising with Account Directors and of course working towards continuous service improvement.

In addition to this you will also provide support in relation to urgent issues and be available for incident and service escalation where required coordinating with the internal technical resources to ensure the issues are resolved.

Role & Responsibilities

  • Overall responsibility for service delivery including service desk functions and line management of service delivery team (SDA’s and SDC)
  • Liaising and engaging with external clients and stakeholders in all areas of service
  • Managing internal processes such as ISO27001, GDPR and ITIL
  • Liaising with internal account managers, management and DBA teams
  • Ensuring processes and procedures are in place to enable smooth service transition between external clients and managed services teams.
  • Coordinating internal project resources and ensuring support cover for MS customers with team leads and delivery heads
  • Delivering customer take on and service reviews both face to face and remotely.
  • Escalation for customer issues as needed, ensuring they are dealt with in a timely and professional manner
  • Cover for our service desk analyst when required, during times of large ticket load or sickness / holidays
  • Join an escalation on call Rota to ensure Out of Hours cover for our customers

Key Success Criteria

Achievements and targets will be based upon the following:

  • Successful retention of customers and high-quality service
  • Quick and precise service take on and transition into service
  • Customers experiencing organised deliverables and service
  • Successful service review meetings and ensuring customer stats are delivered on time and with high standards
  • Customer issues are dealt with promptly and professionally

Experience

  • At least 3 years’ experience in a service delivery or project management role is essential. Working with external customers and / or database technology would be advantageous
  • Experience working with service delivery / customer processes or developing efficient process in these areas
  • Experience of service desk functions would be beneficial
  • Proven ability to manage large volume activities, across multiple work streams
  • Proven track record with another managed services company would be preferable but not essential

Personal Attributes

  • Organisational Skills
  • Customer focused attitude
  • Drive and determination to get the job done correctly

DSP values above all openness, excellence, reliability

Location / Special Requirements

  • Based in our London office
  • Travel to customers may be required as part of the role

 

This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indicating of the areas of activity and may be amended from time to time in the light of the changing needs of the organisation.

 

For more information please email us at: recruitment@dsp.co.uk

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