Senior Service deliver manager

A good ITIL experience plus infrastructure background is essential

Role : Service Delivery Manager

Educational Background

Bachelor or master

Knowledge and Skills

Has wide and detailed ICT knowledge, primarily in infrastructure managed services with mandatory experience in managing and delivering cloud services (Public, hybrid and on-prem). The candidate must demonstrate how to develop a structured service delivery environment, based on ITIL best practice, ensuring people, processes and tools are aligned and integrated in a cohesive way to meet the service and contractual obligations.

It is a key leadership role , therefore it requires an individual to posses the right leadership, relationship and delivery experience to ensure that they can work at the strategic level (CIO), Operational level and the tactical level.

Displays good inter-personal skills at all levels and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for, sound and far reaching decisions on major technical and service delivery issues.

Is familiar with all aspects of service delivery processes. Demonstrates up to date knowledge of the service policy framework, organisational relationships, business processes, reporting procedures, and existing and planned information systems and services.

Mandatory Skills

Familiar with Contract Negotiation: Methods and techniques for negotiating contracts for the supply of ICT products and services.

Familiar with Service Level Agreements: The purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.

Strategic Planning for Information and Communications Systems

The psychology and practicalities of the process of defining the long term business information requirements of an organisation in a methodical way that will produce clearly defined options and action plans for the use of information and communications systems.

Financial Planning and Budgeting

Philosophy, regulations, procedures and tools for the financial management of both ongoing and project activities.

Contract Management

Principles and practices to be followed in the management of contracts for the supply of IS products and services.

Service Management Standards

Standards for service management, such as the IT Infrastructure Library and the BSi Code of Practice.

Certifications:

ITIL Qualified Certification – Level 3 or 4 – intermediate or advance level

Other Knowledge and Skills

Proficient in Customer Value Chain Concepts

The complete sequence of activities within a process, from receipt of an order or request to delivery of a product or service.

Proficient in Function or Department Operations

The activities, structure, and position in the organization that the candidate is responsible for.

Proficient in Quality Management

The system or method for the management of quality within the employing organisation.

Proficient in Report Writing Techniques

Methods and techniques for writing effective reports.

Behavioural Skills

Decision Making

Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.

Influence and Persuasion

Influencing and persuading others to take a specific course of action when there is no direct line of command or control.

Leadership

Identifying goals and objectives, and motivating and leading others towards their achievement.