About the Role
As a Managed Services Service Delivery Manager, you will lead the delivery and continuous improvement of managed services to large and high-profile clients. You will have extensive experience in managing service packages, organizing leveraged service line teams, and third parties to ensure effective operations, accountability, and compliance with contractual terms.
Key Responsibilities:
* Sponsor the development of new best practice processes and tools
* Support transition planning and management to take over managed services from incumbent providers
* Manage service delivery in multi-vendor, multi-shoring teams supporting critical revenue-generating applications
* Define and adhere to boundaries of what is Business As Usual (BAU) and what is Project Work
* Facilitate service governance with clients on a weekly and monthly basis
* Act as escalation and ownership point of contact for all service-related delivery matters
Requirements:
* At least 5 years of experience in a senior ITIL-aligned Service Manager role
* Strong Telco and multi-vendor management experience
* ITIL v3 Foundation or ITIL4 Foundation certification
* Excellent written and verbal communication skills
* Good understanding of enterprise-grade application architecture, modern workplace, infrastructure, and cloud technologies