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Service Delivery Manager (ITIL Qualified)

  • Location: West Sussex
  • Salary: £50000.00 - £55000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

My West Sussex based Client is looking for an experienced Service Delivery Manager to work on one of their major contracts to provide a single point of accountability for the delivery of all their Operational Services. In order to be considered for this position you must hold a valid ITIL qualification. Previous experience working within the Public Sector on similar contracts would be highly desirable. Typical responsibilities will include:

  • Line Management of the IT Operations Team. (8 x Direct reports)
  • Maintain a good working knowledge of the business structure, key deliverables and critical periods.
  • Clear understanding of the customer contract (including commercial) and accountable for the associated Service Level Agreement (SLA) with the customer and Operating Level Agreements with the ITS Lines of Service (including ensuring 3rd party relationships are suitably covered).
  • Accountable for the successful delivery of the agreed targets and the proactive management of the Operational Teams and appropriate management escalation should any be at risk.
  • Awareness of all changes impacting the "Live Service" and ensuring that such changes do not adversely impact the service.
  • Accountable for the management of Problems to successful conclusion
  • Accountable for management of the Complaints process through to an accepted response and closure
  • Accountable for the management of escalations to successful conclusion
  • Understand, manage and mitigate the impact of service failure through proactive management of service issues.
  • Accountable for the management of all operational issues and risks associated to the contracted service, ensuring each has clearly documented and agreed plan which is tracked through to closure.


  • Deliver to SLA and KPIs to agreed documented levels.
  • Contracted service delivered within budget.
  • Customer satisfaction and Scorecard returns are at an acceptable level.
  • All known risks have been accepted or recovery actions have owner/completion timescales agreed.
  • CSIP in place and managed.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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