Our client is looking for a Senior Service Delivery Manager to join their Data Solutions Team and drive business efficiency and operational excellence.
The Senior Service Delivery Manager will establish and oversee IT Service Management (ITSM) processes for key digital platforms, with a primary focus on supervisory and records management systems.
Key Responsibilities
- Lead ITSM processes for key platforms, ensuring compliance with policies and best practices.
- Oversee daily operations to maintain stability, performance, and availability.
- Define, monitor, and report on SLAs and KPIs.
- Manage incidents, service requests, problems, and changes to minimise disruption.
- Drive root cause analysis and permanent resolution of recurring issues.
- Ensure consistent configuration, release, and change management.
- Collaborate with teams to plan, test, and deploy updates and enhancements.
- Support the transition of new features into ongoing service operations.
- Maintain documentation, procedures, and knowledge base resources.
- Act as primary liaison with vendors, ensuring service quality and compliance.
- Foster continuous improvement in service delivery processes and tools.
Requirements
- At least 8 years experience in IT
- Skilled in managing vendors and stakeholders within complex organizational environments.
- Experienced in coordinating cross-functional teams to resolve operational issues.
- Proven ability to monitor, measure, and report on service performance
- Familiarity with service management or DevOps tools, such as Jira or equivalent systems, is a plus.
- Strong knowledge of ITSM frameworks (e.g., ITIL) and practical experience implementing service management processes.
- Demonstrated experience managing IT services, ideally for enterprise platforms such as CRM, ERP, or other critical business applications.
- Familiarity with PEGA is highly desirable
Education and Experience
- Bachelor Degree in IT, Computer Science, or a relevant field
Benefits
- Health Insurance
- Hybrid & Flexibility
- Training Centre
Job Reference: QL586
