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Service Delivery Manager, Government experience – Portugal (LIS)

GOVERNMENT: As a Service Delivery Manager you will be required to act as a single face and point of escalation for Regional Technical Support Experts and other companies' departments; to be responsible for proactive service planning and be accountable for delivery of all services to the client as defined in service agreement and to be accountable for the operational integrity of Services through active stewardship of the Service Management processes.

Broadly you will be responsible for Service Performance – full responsibility and ownership of meeting appropriate contractual SLAs, management of fault calls, ensuring complete documentation trail and that incidents are analysed and diagnosed correctly with remedial and preventative action undertaken.

Responsibilities

  • Ownership of Change, Release and Configuration Management and all other ITIL areas

  • Service Design and Transition – ensuring the team is resourced sufficiently and an acceptance process takes place before service Go-Live

  • Continuous Service Improvement – Analyse existing equipment, maintenance and fault patterns and proactively derive plans and actions for improving performance, reliability and user experience

  • Service Reporting – as agreed with your line manager but to include regular analysis for reporting on availability/reliability and all ITIL standard reporting metrics. The opportunity to design and implement new service processes in accordance with requirements

  • Business Performance and Client Management – managing the relationship with the client and ensuring that the business objectives of the client are met, along with mandatory services.

Skills

  • You will embrace change and be comfortable implementing new processes in line with customer service best practices

  • You should have a solid background working with Technology and IT systems

  • Familiar with all aspects of IT Service delivery

  • Experience with Government departments would be a distinct advantage

  • You should have a solid knowledge working in an ISO 20000 or ITIL service environment, and with associated qualifications. You should be able to demonstrate experience of applying those processes and principles to a service and support environment

  • You will be comfortable in a client facing role, dealing with senior executives nor be too proud to roll your sleeves up

  • A Subject Matter Expert in Service Management and Service Delivery

  • Experience of working with local and remote teams, as well as internationally a distinct advantage

  • Shows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of Service delivery

  • Must have full driving license and be geographically mobile

  • Working proficiency in English.

Duration: 6-12 months +

Rate: Please quote your best day rate or expected salary.

Client will consider freelance or full time employees for this role.

Email: Emma@which-consulting.com

LinkedIn: www.linkedin.com/in/EmmaCrawford

Ref: V1-A-SDM

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