Introduction Delivery Manager

  • Location

    Isleworth, London

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    £55000 - £60000 per annum + benefits

  • Contact:

    Gemma Bent

  • Contact email:

    gemma.bent@experis.co.uk

  • Job ref:

    BBBH119426_1582641362

  • Published:

    9 months ago

  • Expiry date:

    2020-03-26

Introduction Delivery Manager - Strategy Delivery and Performance

Location: Osterley, West London

We are actively looking to secure an Introduction Delivery Manager to join Experis as one of our expert consultants, delivering services to our clients.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

Role Overview:

The Service Delivery Manager (SDM) shall have a proven track record of successful Service Management across challenging and complex Technology landscapes.

The (SDM) role will be exposed to complex, fast changing, diverse and demanding environments. Service Operations the function department, which the SDM role will form part of, provides onsite presence during general office hours Mon-Fri. Flexibility for working evening and weekend hours will be required on an ad-hoc basis.

A key aspect of the SDM role is liaising between business owners, project managers, design teams, technical delivery and operations teams, partners / suppliers. You will be expected to communicate effectively to all key stakeholders, ensuring successful Service Transition and implementation of new services to a high standard

The role is exposed to complex, fast changing, diverse and demanding environments. Service Operations the department, which the SDM role will form part of, provides onsite presence during general office hours Mon-Fri. Flexibility for working evening and weekend hours will be required on an ad-hoc basis.

The SDM role is predominately based in Osterley London but occasional travel to alternate sites across the UK, typically London, Leeds and Livingston will be required. Additionally, there may be a limited requirement for European Travel to other client Territories such as Italy, Germany, Spain and Austria.

Key responsibilities of the role are:

  • Act as a gate keeper for Service Transition activity, ensuring programmes and projects fully consider and comply with agreed Service Acceptance Criteria

  • Ensure new or changing Services have fully developed end to end Service Management Models based on agreed and defined Service Acceptance Criteria / Service Management requirements.

  • Effectively manage Service Acceptance requirements in accordance with Service Transition framework. Act as a gatekeeper ensuring new products and significant Service change are risk assessed and comply with agreed Service Acceptance criteria.

  • Drive awareness of Service Acceptance and collaborative working on Service Transition activities across Technology / Business / Operations.

  • Provide and consistently demonstrate pro-active ownership of assigned Service Improvement Plans / Initiatives. Propose and develop addressing poorly trending service and customer experience KPI's, co-ordination, tracking and management of required service improvement actions, resources, investigations, communication and resolution planning.

  • Lead and consistently deliver value add stakeholder engagement across Technology, Operational & Business stakeholders. This will include regular reporting and briefings on status of Service Transition activities, Service Acceptance Risks, Service Improvement initiatives, Service Reporting

  • Identify and manage Service Management / Operational risks ensuring successful Service Transition.

  • Participate in the regular review and continuous improvement of Service Transition planning, activity management and reporting
  • For assigned portfolio ensure forward view of the Product Roadmap, key changes to Product, Proposition and Service are reviewed and understood in a timely manner, contributing to effective Business / Operational impact assessment where appropriate.

  • Ensure all required Service Management artefacts and deliverables are completed to a high standard by designated Service Transition task owners.

  • Ensure Service Management training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.

  • Provide effective Service Management support into Service Rehearsals, Operational Readiness, Service Acceptance, from light touch review to complex support, architecture and customer journey walkthroughs and Operational Acceptance Testing

  • Due to the nature of this role, onsite presence is required at all times. Informal and irregular flexibility can be discussed.

Your skills:

  • If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.
  • Extensive working experience in a related Service Delivery Role. Ideally within an Operational Service Environment
  • Extensive practical working experience of managing complex and demanding Service Transition plans to time, budget and agreed Service Acceptance standards.
  • Practical working experience in a related Service Delivery Role. Ideally within an Operational Service Environment
  • Experience operating in a multi-platform Technology organisation with regular and consistent exposure to complex Technology
  • Experienced working in a GLOBAL organisation
  • Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner. Both verbal and written.
  • Experience and aptitude for managing senior stakeholder's relationships. Cross Business Stakeholders management typically including Customer Operations, Product Marketing and Technology Delivery stakeholders.
  • Demonstrate strong leadership skills driving a global virtual resolution team with confidence and authority.
  • Actively own and drive the continuous improvement of Service Reporting and Service Management activities across the department.
  • Knowledge and understanding of ITIL processes
    (ITIL foundation certificate / ITIL Managers Certificate desirable)
  • Demonstrable knowledge and understanding of complex support systems and processes.
  • An individual that has gravitas, not afraid of conflict, can influence and can work in stressful situations.
  • Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner, both verbal and written.
  • Strong analysis ability and problem-solving skills.
  • Demonstrate the ability to gain trust and build relations at all levels.
  • Perform as a role model and positive leader, demonstrating the ability to adjust in a fast pace every changing environment.

Interested candidates should submit their CV in the first instance. For more information, please contact Gemma Bent via