Service Delivery Manager
hace 3 semanas
Endava is a global leader in technology and digital innovation, harnessing the power of engineering to drive meaningful change. Our team of experts consults and partners with leading brands across various industries to create dynamic platforms and intelligent digital experiences.
About the RoleWe are seeking an experienced Service Delivery Manager to join our team. In this role, you will be responsible for ensuring the delivery of our services to clients and from clients to their customers.
Your key responsibilities will include:
- Developing Client Relationships: Building strong relationships with clients to understand their needs and deliver tailored solutions.
- Contractual Management: Participating in client internal contract negotiations to ensure mutually beneficial agreements.
- Service Design Requirements: Developing service design requirements that meet client needs and exceed expectations.
- Cost Estimation: Collaborating with teams to estimate costs, timescales, and resource requirements for successful service delivery.
- Service Governance: Evaluating service status, including SLA management and other contractual or non-contractual metrics.
- Process Management: Establishing and maintaining processes required for client service delivery.
- Commercial Management: Assisting with financial budget planning to minimize risk and maximize profitability.
- CSAT Management: Monitoring and influencing improved customer experience.
- Problem Management: Contributing to timely problem resolution with minimal impact.
In addition to your technical skills, you should possess excellent communication and interpersonal skills, with the ability to work with staff at all levels.
RequirementsTo succeed in this role, you will need:
- 5+ Years of Experience: Proven experience in IT service delivery, preferably with similar ITIL-aligned services.
- Relevant Technologies: Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Communication Skills: Well-developed communication skills, with experience dealing with staff ranging from Service Desk analysts to senior IT Managers.
- Organizational Skills: Highly efficient and organized, with demonstrable experience producing written service delivery material.
The ideal candidate will have excellent written and spoken English language skills, with Portuguese language skills being an asset.
Salary RangeWe offer a competitive salary range of $80,000 - $120,000 per annum, depending on experience.
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