Service Delivery Manager

The Role

 As the Service Delivery Manager, you  will oversee many of the key functions within CAE's Service Department that enable the delivery of a high-quality service to contract customers, whilst ensuring Service Support and Service Delivery processes are in place to meet business needs.

You will own the CAE performance of the contracts under their remit, working closely with the Service Desk / NOC to drive service improvement and increase contract profitability. 

Leading a Service Delivery POD, this position is a managerial and customer facing role and requires that you establish and manage expectations within the business and drive the Service Delivery team to achieve those expectations to a high standard.

As the Service Delivery Manage, you  will own your own portfolio of accounts whilst supporting your team in the delivery of the Service Management outputs to a wider portfolio of customers. The SDM will retain ownership of Service Deliverables across all customers within their POD.

The Service Delivery Manager will manage embedded Service Desk teams in nominated customers and will own service performance and service improvement.

What you will be doing?

Service Management:

• Owner of the Managed Service Contract performance, the SDM is held accountable for the performance of the CAE NOC / Service Desk against the contract schedules and customer expectations.
• The SDM will own the Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• The SDM will define, negotiate, document and monitor Service Level Agreements (SLA), ensuring that service reports are produced and that breaches of SLA targets are investigated, and actions taken to prevent recurrence.
• As owner of the escalation process the SDM will take ownership of major incident communications, ensuring coordination of resolving parties, and conducting periodic reviews of process compliance.
• Developing relationships and communications with service owners and customers, effectively communicating the role of Service Delivery Manager to end-users and establishing the role as an escalation point for customer IT issues.
• Monitor, control and support Service Delivery teams (NOC / Service Desk); ensuring systems, methodologies and procedures are in place and followed.
• Champion Service and Support in projects, developing a strong understanding of projects impacting the service contract and ensuring service impact is minimised and agreed.
• Ensure Service Delivery performance reviews are scheduled, carried out with customers regularly with all actions documented and owned.
• Review and Monitor change requests. Ensure that all changes are assessed for their impact on underpinning contracts, including attendance at Change Advisory Board meetings if relevant.
• Analyse performance and develop and own Service Improvement Plans ensuring actions are followed through to completion in a timely manner.
• Provide regular and accurate management reporting on Service performance.
• Provide effective communication on all Service matters and build relationships with other teams to ensure effective dialogue between departments.
• Lead and manage a team of Service Delivery Analysts in development of their skills and supporting them on their own reporting accounts.
• Line manage Service Delivery Analysts within the team including PDR's and overall team performance.
• Line manage embedded Service Desk teams within nominated accounts including PDR's and overall team performance.
• Actively input into service improvement across CAE's Service Department.
• Implement and manage best practice Service Desk support functions.
• Open to undertaking formal and non-formal training courses in areas of Managed Services such as ITIL, SDI, SIAM, Prince2, and Agile as deemed necessary by the senior management team.
• Undertake proactive risk and issue management and mitigate the customer and CAE's exposure to risk.
• Deliver and maintain customer satisfaction targets.
• Support the Service Transition Manager in the transition of new or enhanced service contracts into operational go-live state.
• Ensure the customer is fully briefed relating to the scope of services delivered by CAE.
• Provide accurate Customer Service information to the Operations teams to ensure a complete and concise understanding of services delivered to customers.
• Assist the Account Director in successfully securing contract renewals and identifying new service opportunity business.

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What is needed?

• Understanding of IT outsource Services
• Understanding of ITIL specifically Service Improvement
• Strong analytical skills and implementing performance improvement in a pragmatic manner
• Understanding of Sales Cycles
• Based understanding of IT technology (Networking, Server, Storage and Desktop)
• Experienced Service Management professional
• Previous experience as a Team Lead, Manager or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Excellent leadership and people management skills
• Expert knowledge of ITIL disciplines
• ITIL Foundation Qualified

The Company

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

• Having ISO9001 and 27001 certifications
• With multiple awards from manufacturers including Cisco and Dell Technologies
• Being 3 star accredited with the Service Desk Institute
• Within our industry with shortlists and wins from CRN
• and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.

Benefits:

• MediCash
• Investors in Personal Development
• Pension Scheme
• Death in Service
• Staff Referral Scheme
• Discounted Private Medical Insurance
• Tech Scheme
• Will writing
• Additional benefits: Shopping discounts, Length of service awards, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.