Service Delivery Manager - Uxbridge
My client, a high profile oil & gas company, is looking for a Service Delivery Manager to join their team in Uxbridge.
The UK Desktop Service Delivery Manager (SDM) is accountable for managing the delivery of ISD (Integrated Service Desk) Services from IBM to UK business customers. The role is part of a Europe, Middle East & Africa (EMEA) team, headed by the EMEA Region Desktop Manager.
The role has particular accountabilities to the delivery, from IBM, of the on-site desktop support (Field Services) services and the role works closely with the GOI Service Integration Managers (SIMs) in the EMEA geography to ensure smooth delivery of these services
Key accountabilities
Detailed reporting on the performance of the ISD services for the region. This specifically involved the running of standard monthly reports and analysing, presenting and discussing the output with IBM and internal customers GOI EMEA SIMs on a monthly basis
Monitoring IBM performance against expected and contracted service levels, through reporting and weekly governance and taking resulting actions accordingly
Working with the GOI End User Services (EUS) team, who own the Service Desk, Client and Collaboration elements of the ISD services, to ensure the end to end ISD service delivers to the EMEA region customers
Driving continuous improvement, problem management and best practice to enhance the ISD services
Ensures relevant HSSE, Operational Integrity (OI) and BCP standards are applied to the services
Assisting desktop service impacting projects, as they move from CVP Execute to Operate, to ensure they are successful and that their impact on desktop operations is managed appropriately
Responsible for escalating Supplier disputes to the regional desktop manager and GOI contract owners / vendor managers
Essential experience and job requirements
* Strong background in the Service Delivery, Service Operations and Lifecycle management within the enterprise in a multinational environment
* Good eye for detail with particular respect to performance reporting and reporting analysis
* Strong background in ITIL Incident, Request and Problem Management
* Track record in coaching and influencing SDO Service Delivery teams and driving Continuous Service Improvement plans
* Experience in building Service Improvement Plans for SDOs to drive service quality
* Experience in RCA analysis and the need to drive to technical reviews
* Strong willingness and ability to work in a matrix organization.
* Ability to negotiate, review and address service technical and business requirements Understanding of operational requirements and relationship to designs.
Desirable criteria & qualifications
* Knowledge of ITIL V3 Foundations or greater
* Knowledge of management devices, techniques and deployment models
* Knowledge of RCA, 6 Sigma practices & Continuous Service Improvement Plans
* Experience in a desktop support operations role with executive management presentation skills
This is a fantastic opportunity, please respond for more details.![]()
My client, a high profile oil & gas company, is looking for a Service Delivery Manager to join their team in Uxbridge.
The UK Desktop Service Delivery Manager (SDM) is accountable for managing the delivery of ISD (Integrated Service Desk) Services from IBM to UK business customers. The role is part of a Europe, Middle East & Africa (EMEA) team, headed by the EMEA Region Desktop Manager.
The role has particular accountabilities to the delivery, from IBM, of the on-site desktop support (Field Services) services and the role works closely with the GOI Service Integration Managers (SIMs) in the EMEA geography to ensure smooth delivery of these services
Key accountabilities
Detailed reporting on the performance of the ISD services for the region. This specifically involved the running of standard monthly reports and analysing, presenting and discussing the output with IBM and internal customers GOI EMEA SIMs on a monthly basis
Monitoring IBM performance against expected and contracted service levels, through reporting and weekly governance and taking resulting actions accordingly
Working with the GOI End User Services (EUS) team, who own the Service Desk, Client and Collaboration elements of the ISD services, to ensure the end to end ISD service delivers to the EMEA region customers
Driving continuous improvement, problem management and best practice to enhance the ISD services
Ensures relevant HSSE, Operational Integrity (OI) and BCP standards are applied to the services
Assisting desktop service impacting projects, as they move from CVP Execute to Operate, to ensure they are successful and that their impact on desktop operations is managed appropriately
Responsible for escalating Supplier disputes to the regional desktop manager and GOI contract owners / vendor managers
Essential experience and job requirements
* Strong background in the Service Delivery, Service Operations and Lifecycle management within the enterprise in a multinational environment
* Good eye for detail with particular respect to performance reporting and reporting analysis
* Strong background in ITIL Incident, Request and Problem Management
* Track record in coaching and influencing SDO Service Delivery teams and driving Continuous Service Improvement plans
* Experience in building Service Improvement Plans for SDOs to drive service quality
* Experience in RCA analysis and the need to drive to technical reviews
* Strong willingness and ability to work in a matrix organization.
* Ability to negotiate, review and address service technical and business requirements Understanding of operational requirements and relationship to designs.
Desirable criteria & qualifications
* Knowledge of ITIL V3 Foundations or greater
* Knowledge of management devices, techniques and deployment models
* Knowledge of RCA, 6 Sigma practices & Continuous Service Improvement Plans
* Experience in a desktop support operations role with executive management presentation skills
This is a fantastic opportunity, please respond for more details.