The Service Delivery Manager will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved. The person will also work closely with the Senior Service Delivery Manager co-ordinating the delivery of services into a key enterprise customer.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

• Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.

• Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner.

• Ensure that Service Levels comply with contractual deliverables on a day-to-day basis

• Agreeing contractor assignment milestones and performance checkpoints

• Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.

• Facilitating a prompt response to requirements in line with customer expectations.

• Work closely with Senior Service Delivery Manager in attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.

• Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support

• Assisting in the continual development of key maintenance clients both current and new generation.

• Line management of technical delivery team.

• Assistance with the planning and design of new installations

• Help to build relationships with both internal stakeholders and partner organisations

• Attend meetings as required to discuss service management

• Contribute to the overall development of the company’s internal systems and customer base.

• Out of hour escalation cover

Essential Criteria

Service delivery experienceStrong technical experience including but not limited to; 

• VMware, Cisco, EMC, Citrix and Microsoft 

• Willingness to travel

Desirable Criteria

• ITILv3 foundation

• Prince2

• Line management experience

Person Specification

• Articulate and a clear communicator

• Be a customer advocate

• Have the ability to converse technical terms and definitions to a non-technical personnel 

• Good at report writing

• Attention to detail

• Enthusiastic and committed 

• Interested in Continual Service Improvement

• Assertive without being aggressive 

• Good team player 

• Good at multitasking 

Conditions of Employment:

Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.

General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Novosco Ltd operates a Non Smoking Policy. Novosco Ltd is an Equal Opportunities Employer.

Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request”