Regional Service Delivery Manager

Competitive | London | Permanent

IQ Talent Solutions

Posted 13 days ago

IQ Talent Solutions

Regional Service Delivery Manager
£ Competitive

IQ Talent Solutions are delighted to be working with one of our most successful clients, a technology leader, in supporting them with the recruitment of a Regional Service Delivery Manager which will be based out of their London offices.

The purpose of the role is to manage the service delivery of a medium complexity contract into one or more customer accounts. The customer relationships will typically be at senior management level within the customer(s) and include resource management, cost control and achievement of productivity improvements.

Duties & Responsibilities
- Managing service delivery of a complex contract across several customer sites.
- Ensures services are delivered in accordance with Statement of Work (SOW) and customer obligations.
- Management of engineers to resolve incidents to achieve the SLA.
- Control costs in line with set budget.
- Working through engineers to ensure that IT Service responsibilities are delivered to agreed service levels.
- Ensure change management, incidents and project work are scheduled or undertaken to ensure that all agreed timescales and Service Levels are met.
- Responsible for resource management, cost control and achievement of productivity improvements.
- Accountable for service delivery of medium to high complexity contracts and portfolio
- Accountable for an account portfolio with a total contract value > £ 20 million

Skills & Experience
- Ideally you will be able to demonstrate experience of leading virtual teams in environments that are challenging due to the distance and lack of face-to-face communication.
- Preferred candidates will have the ability to identify issues, formulate service improvement plans and drive results based on plan whilst keeping stakeholders informed.
- Ability to work and make effective decisions independently and use good judgment as to when others should be involved whilst managing multiple issues and risks concurrently, identifying what is important / critical and give it priority.
- Candidates will ideally have a ISEB Accreditation in Service Management
- Ideal candidates will be able to demonstrate significant experience of leading and managing teams, preferably within a service delivery environment ideally within retail.
- You will ideally be able to demonstrate a breadth and depth of knowledge of Service Delivery Management standards and practices.
- Experience in managing integrated end user services with a focus on desk side services within a multiple vendor environment would be highly desirable.
- Confident ability to understand customer contracts and manage resource to satisfy them is advantageous.

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.