Service Delivery Manager

Job Description

o No of positions: 1
o Mode of employment: permanent
o Salary: £50000-£60000/PA inclusive of 10-15% Bonus comp
o Location: Canary Wharf
o Few things to consider:
 We need candidates who have shorter notice period or can start early
 We need some profiles for this prf, preferably a diversity candidate with 10+ years of EUC experience as Service Delivery Manager

DWP Service Delivery Manager Job Description

Job Summary

The SDM role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization’s regionalization approach to systems, infrastructure and end user support. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business. Critical for success is the ability to oversee the support of multiple site teams, systems, infrastructure and end user support.

Essential Duties and Responsibilities

Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self.

Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc.

Conducting Team Action Meetings, Weekly team meetings and review deliverables

Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same.

SLA Measurement, Reporting & Adherence - 5 Nines

Strong Capabilities on Handling deliverables responsibility.

Vision & Goal Setting abilities with Orientation on details to achieving the same.

Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures.

Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Defining new process and procedure for operations.

Periodic evolution of SLA metrics and Audits

Budgeting & P&L Experience – Managing Capex & Opex.

Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.

3rd Party Vendor Management & Contract Negotiation Skills & Experience.

Ensure and develop relationship with customers, stakeholders with high satisfaction level

Liaison between business leaders and senior management to drive program/ projects budget at strategic level

Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies

Working with the client and operations teams to identify and manage service improvement activities

Removing all obstacles to customer satisfaction and / or financial performance

Skills and Abilities

The EUC manager profile will be a senior profile will need to manage end to end deskside infrastructure service delivery.

Ability to interact with CIO / Infrastructure director

Understanding of ITIL framework

Preferably 12+ years plus of Industry experience with managing a team of over 100 resources.

Atleast 10+ years of EUC experience

Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.

Strong hold on Financial planning and P&L

Education / Expertise

BS degree in Computer Science, Engineering or Information Technology or equivalent.

Minimum of 5 years of experience in a manager role supporting End Users / Customer

Demonstrated success with unit-based application planning and development, project management and policy development.

Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.

Excellent knowledge of product life cycle, tools, processes and operations planning.

Excellent customer service capabilities and attitude.

Must be able to travel as needed, sometimes as much as 15%

Skills Information Technology, Customer Satisfaction, Policy Development, Apex, Negotiation Skill, Visio, Relationship Skill, Customer Service, Problem Analysis, Goal Setting, Financial Planning, Intellect, Organizational Skills, Mentoring, Leadership, Excel, Organizational Skill, Itil, Incident Management, Strong Understanding, Budgeting, Technical Skill, Project Management, Technical Skills


About Company We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs. Axiom is a global information technology, consulting and outsourcing company and services provider. Our IT solutions empower organizations and individuals throughout the world to maximize value and quality to succeed in today's challenging business environment. As a fast-growing new economy company, we focus our strengths to offer world-class solutions and services through the convergence of technology, innovation, expertise and experience. We provide software consulting, development and IT-enabled services to clients across the globe. We work towards delivering sustained value creation for customers, employees, industries and society at large. Core offerings include data warehousing, middleware development, product development and web-enablement of legacy applications in verticals like telecom, finance, healthcare, manufacturing, energy & utilities, retail & distribution, enablement of legacy Relentless exploration of technology horizons and a Global Delivery Model that is a judicious combination of onsite, offsite and offshore development, offer a complete range of high-ROI business solutions spanning the consulting, technology, operations and process outsourcing value chain.