Service Delivery Manager
Aberdeen
£50,000 - £55,000
Elevation Recruitment Group are supporting a key client of ours looking to hire a Service Delivery Manager, based in Aberdeen.
This is an exciting opportunity to lead and develop a team of engineers ensuring 1st class support to their customers 24/7.
Key Responsibilities:
- Lead, mentor, and develop the service delivery team, fostering a culture of excellence and continuous improvement.
- Develop and maintain customer support policies and procedures
- Ensure that the necessary cover and working arrangements are available to customer requirements for 24/7 support and ensure that service delivery performance measurements such as SLAs and KPIs are met.
- Report on service level performance and identify areas for improvement.
- Manage and maintain the call handling and ticketing processes
- Work closely with the Senior Leadership team and Project Managers ensuring that the strategic objectives of Operations are met.
- Continuously improve project delivery processes to increase efficiency and customer satisfaction, identifying opportunities for additional work, variations, and ways to improve on delivery margins.
Key Skills:
- Proven experience as a Service Delivery Manager or in a similar role.
- Strong understanding of IT service management frameworks
- Experience and good knowledge of Aveva PI
- Previous experience as a Snr Support Engineer, Programme Manager or Service Delivery Manager
- Previous experience working within Systems Integration