Service Delivery Manager

  • Location:

    Livingston, West Lothian

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    £65000 - £75000 per annum

  • Job ref:

    BBBH114568_1573836163

  • Published:

    29 days ago

Service Delivery Manager

Location: Livingston - Travel to other client locations will be required

We are actively looking to secure a Service 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.

Key Responsibilities:

  • Driving and demonstrating the quality and performance of Service Delivery Management with the Cluster.
  • Leadership & line management of the Service Delivery Managers with the Cluster.
  • Implement and drive overall governance & management of the Service Delivery Management community with in the Cluster.
  • Delivery of all Service Levels and Key deliverables within the Cluster.
  • Drive the team to use the 4C's principles: Client Quality, Compliance & Security, Cost and Capabilities. This will lead to higher client satisfaction 'Delighting our Clients'.
  • Ensuring team adherence to the Global standards, policies, procedures and operating principles for Service Delivery Management.
  • Fulfilment of assigned objectives and goals regarding service delivery management pursuits; in support of global and GBU targets in relation to quality, reliability and consistency.
  • Driving efficiencies through the ongoing development and maturing of the Service Delivery Management capabilities within the Cluster.
  • Promotion of SDM across the wider business developing a positive collaborative working relationship with peers in Customer Operations (Principle TSI's, Head of CO Towers, Client Managers, Head of Client Managers etc).

Essential Skills and Experience:

  • Experience in Service Delivery Management;
  • Experience in complex service delivery and recognised specifically for SM expertise;
  • Line management experience of a large diverse and geographically dispersed delivery organisation;
  • Strong experience in outsourced Service Management (including ITIL), governance and implementation;
  • Excellent written and verbal communication skills, ability to engage senior customer stakeholders and command the room;
  • Strong presentation and communication skills, able to deliver across all levels of an organisation;
  • Ability to evaluate Service Management models and processes to make recommendations on Service Transformation;
  • Strong understanding of Service Management and specifically in Service Delivery Management;
  • Broad experience of IT and related business services across the spectrum, including application management & transformation, infrastructure management, end user support and service desk;
  • Practical expertise in IT Service Management tooling and automation;
  • Contract management experience including definition/negotiation of service descriptions, SLAs, contract commercial/pricing models, dependency and obligations management, terms and conditions;
  • Understands the criticality of information and data analytics to support intelligent service management operations;
  • Actively considers multiple perspectives, and working to foster better communication across internal and external stakeholders;
  • Questions assumptions and challenges the status quo;
  • Demonstrates innovative and collaborative behaviours;
  • Eligible to undertake and gain appropriate Security Clearance (SC level or equivalent) in their respective country;
  • Certified in ITIL Service Management.

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

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