Service Delivery Manager

Your role

As a Service Delivery Manager, you'll work alongside a team of like-minded individuals within the DCX service line and partner closely with our clients on a wide variety of collaborative and innovative engagements. You will:

• Ensure that client business application systems are maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others)
• Manage application configuration and upgrades, problem analysis and resolution for complex application problems, in conjunction with clients and external application or service providers where necessary.
• Improve application functionality and performance and provide suggestions for system and business improvement.
• Contribute to the planning of application/infrastructure releases and configuration changes.
• Provide input to application/infrastructure scalability.
• Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
• Influence and re-align stakeholders’ expectations where necessary.
• Provide specialist advice to key stakeholders about best ways to meet business IT requirements regarding applications support
• Manage escalations from the client
• Drive a focussed commercial perspective with awareness of delivery cycle times

Your profile

• Extensive experience supporting/administering large scale support Services
• Senior-level 10-12 years’ experience in leadership roles, managing large-scale IT infrastructure and/or cloud support services.
• Proven experience in leading, managing and mentoring support teams
• Highly proficient in Incident and Problem Management
• Demonstrated experience in providing services aligned to agreed SLA’s and OLA’s
• Comprehensive or demonstratable knowledge of the ITIL Framework and/or experience in information technology operations management using ITIL with an understanding of the full IT lifecycle
• Demonstrable or proven experience in influencing conflict resolution
• Excellence in customer service with the ability to develop partnerships with key stakeholders and business units
• Strong ability to plan and deliver impactful and persuasive oral and written communications to the intended audience

What you’ll love about working here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for career growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.
• We don’t just believe in inclusion we actively go out to making it a working reality. Driven by our core values and ‘Inclusive future for all’ campaign, we build environments where you can bring your whole self to work.

Apply today!