Service Delivery Manager

At Forfusion we take pride in delivering world class project delivery and IT Managed Services as Cisco Experts, to our client base.

We’re looking for a positive, enthusiastic and resourceful individual to join our Managed Services team as the Service Operations Manager.

There’s never been a more exciting time for us, and we’re looking for like-minded, ambitious individuals who can help us build our business on this exciting journey.

What is involved in this role?

As Service Delivery Manager you are responsible for supervising a number of key processes, policies and standards that enable the delivery of a high quality Managed Services to customers. This position is a stakeholder facing role and required that you establish and manage expectations within the business and drive the Service Desk Team to achieve those expectations to a high standard, imposing a continuous improvement culture to all service provision. This role is about accuracy, efficiency, strong communication skills and providing the business with the most cost-effective solutions whilst delivering a great customer experience.

Your goal is to provide clear guidance on use of processes, policies, and standards that contribute to the successful delivery of world class, innovative IT solutions to our customers.

You report to the Head of Service Operations.

Responsibilities

·       Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed.

·       Impose a continuous improvement culture into all areas of service delivery, working with both internal and third-party teams.

·       Ensure future demand from growth on services and projects is understood and factored into capacity plans for all associated areas of service operations.

·       Recommend Service improvement Plans and ensure actions are followed through to completion in a timely manner, consistently looking for ways to improve the customer experience.

·       Own and execute processes such Incident, Request, Change and Escalation working with Service Operations Management team.

·       Provide data and reporting of KPI’s, SLA’s and trends according to contractual agreed service.

·       Deliver Service Reviews to customers and stakeholders.

·       Attend to Change Advisory Boards meetings and liaise with Change Management to evaluate impact on Forfusion services and infrastructure.

·       Interpret and analyse management information to provide trends, make connections and spot opportunities to improve profitability.

·       Work with Head of Service Operations and Managed Services Director to determine hiring needs and provide support with recruitment interviews and inducting new staff.

Complete work streams and daily tasks as directed by the Head of Service Operations.

Requirements

Who will succeed in this role?

·       Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers alike.

·       A high degree of due diligence and attention to detail.

·       Well organised, able to prioritise multiple work streams and has the common sense to escalate when workloads may pose a risk to customer delivery and SLA's

·       Demonstrate a clear ability to listen and take in new information, able to interpret instructions from peers and management to ensure work streams are carried out successfully.

·       Able to work well under pressure, doesn't get flustered and has a clear understanding of their own abilities.

Able to think for yourself and challenge peers and customers when required to ensure the correct business outcomes

·       Strong analytical skills, and strong conflict management skills.

·       Solid technical background with an ability to give instructions to a non-technical audience.

Customer-service oriented with a strong problem-solving attitude.

Experience

·       A minimum of 5 (preferably 7) years relevant experience in a service delivery management or similar role.

·       Exceptional Customer Service capability.

·       Demonstrate previous working experience with customer service delivery roles and in line with Service Desk function.

·       Experience of managing third party stakeholders part of the service.

·       Strong relationship management experience, ability to interact with customer stakeholders at all levels of the business with the confidence to influence and negotiate.

·       Familiarity with Cisco technologies and services around networking, security, data centre and collaboration.

Desirable Industry Certifications

·    ITIL Foundation or Practitioner.

·    Any ITIL Intermediate Certification

·    Service Management Qualifications.

Any Project Management Qualification.

Benefits

Why Forfusion?

You are looking for advancement and investment in you. You want to progress with clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.

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Benefits

• Flexible working
  
• Sick pay insurance
  
• Life insurance
  
• Private medical insurance
  
• Matched pension contributions to 8%
  
• Gym membership
  

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