Senior Service Delivery Manager
Sword Group, United Kingdom

Sword propels organisations on their data driven journey; where decisions are based on facts, metrics are used to motivate, data is openly shared, and trust and transparency are prioritised above all else.

Sword is a leader in data insights, digital transformation, and technology services with a substantial reputation in software development, complex business IT projects and mission critical operations. With over 2,500 Technology, Digital amp; Software specialists working globally, we unlock solutions to the most critical business technology challenges.

Having the right people is essential for us to deliver the exceptional levels of service that our clients deserve. Our skilled team are experts in their field with market-leading experience and accreditation levels.

Sword partner with private and public sector organisations across Finance, Manufacturing, Media, Energy and Government who count on the Sword team to deliver innovative Information Technology and Information Management solutions and services.

This role of Senior IT Service Delivery Manager, is to provide a quality and cost-effective service providing high levels of customer service whilst ensuring that line staff are effectively managed and developed. This is a Leadership role, to Manage all operational activities relating to IT Service Delivery, including Service Quality and Staff Management, within assigned customers.

Location, Aberdeen, Scotland. Hybrid working.

Requirements

Here's what the role will look like...

• Reporting to the Business Unit Director, our Senior Service Delivery Manager will be responsible for all operational activities relating to Service Delivery, including service quality and staff management within their assigned customers.
• The Service Delivery Manager holds responsibility for managing operational costs in line with company financial controls, ensuring the profitability of accounts.
• Develop and implement Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPI’s and support growth
• Management of the Services to ensure adherence to the appropriate SLA’s / KPI’s
• The role will manage multi-disciplinary teams across a range of existing and new customers.
• Provision and interrogation of customer metrics, analytics and chairing of service delivery meetings in line with customer requirements.
• Champion group culture with all staff, customers, partners and suppliers, to create and enhance awareness and appreciation of our brand
• Motivate, develop and manage staff and contractors to ensure efficient and effective delivery whilst maintaining and developing the customer relationship
• Provision of monthly reports, analytics and execution of delivery meetings to customer requirements for contract monitoring
• Resource management to ensure consistent delivery
• Assist in definition of appropriate technologies required to ensure deliver service to ensure efficiency amp; effectiveness

Experience:

• ITIL Foundation V3 qualified
• Degree/Management Qualification or equivalent experience
• Ability to Manage diverse teams
• Relevant experience in a similar role
• Experience of management of controls of budgets
• Excellent communication skills
• Experience of design and implementation of new service processes

Competencies

• Thinking Ahead Strategic Thinking
• Leveraging Relationship - Navigator
• Managing People Facilitating
• Delivering Results Stretching
• Commercial Awareness Maximising Profitability
• Holding Others to Account Defining the Boundaries
• Managing yourself Self Starting
• Staying Curious Uses Radar

Benefits

Sword offers career paths in rapidly evolving technology spaces including Data amp; AI, Modern Managed Services, Information Management, Digital Services, Content Services, and Modern Workplace Transformation.

Our team culture is based on building inclusive teams, investing in training and development, the quality of our interactions with our customers and our position as an employer of choice in the areas in which we operate.

All Sword Group colleagues are supported and encouraged to develop their career with Sword through our personal training and development plan alongside a competitive salary, pension, private healthcare, and employee assistance programme.

Job Rewards and Benefits