Service Delivery Manager

The Service Delivery Manager’s focus is to oversee the delivery of services to C5 Alliance’s customer base. The Service Delivery Manager will be expected to work with the various functions in C5 Alliance to maintain the high level of service performance which we aim to achieve. This involves being responsible and accountable for adherence to the processes in place and providing functional and hierarchical escalations when required. 
Application Deadline
January 22, 2021
Department
IT Services
Employment Type
Permanent
Location
Jersey

Key Responsibilities

  • Ownership of service review meetings with customers and suppliers to review performance, Service Level failures and other operational issues. 
  • Responsibility for client reporting on service performance. 
  • Ensuring daily reviews take place related to SLA and service credit performance and aged incident progression, with the assistance of the Management team.  
  • To ensure that all policies, processes, procedures and work instructions are maintained in line with the ISO20000 & ISO27000-1 accreditations; continually reviewed and improved. 
  • Assist with Major Incident Management and Incident reporting. 
  • Ownership of the transition of new clients and internal processes into IT Services. 
  • To maintain an awareness of current operational issues, escalating any issues as appropriate. 

Skills Knowledge and Expertise

  • Prior work experience in service delivery or account management role within the IT industry. 
  • Experience in a customer service/facing role. 
  • Able to use a Service Management system or a similar computer application in a service environment. 
  • A good understanding in industry best practice processes and procedures regarding the Service Desk operation and Incident Management. 
  • Experience of working with third party suppliers to ensure resolution of issues. 
  • Proven experience of managing an operation in accordance with continually changing requirements and customer needs, reorganising as appropriate. 
  • Able to use the Microsoft Office suite at intermediate level. 
  • Able to use a Service Management system or a similar computer application in a service environment. 
  • The ability to analyse trends and be proactive to ensure service levels achieved remain high. Strong customer service approach, coupled with a professional and ethical attitude to conducting business. 
  • Proven track record of driving decisions collaboratively, resolving conflicts & ensuring follow through to deliver results. 
  • Must be a strong personality, self-motivated, able to embrace change and challenge the status quo where necessary.  
  • Presentation skills with a high degree of comfort with both large and small audiences.  
  • Problem-solving mentality leveraging internal and/or external resources.  Excellent verbal, written communication, and presentation skills. 
  • Demonstrate a high level of business acumen. 
  • Highly organised. Able to prioritise a variety of critical short, medium- and long-term tasks for multiple activities.  
  • Essential: 
    • ITIL Foundation. 
  • Desired: 
    • ITIL intermediate qualifications to expert level. 

Benefits

Employees at C5 enjoy an attractive benefits package as part of our continuous employee value commitment. 
  • Competitive salary
  • Competitive annual leave
  • Pension Scheme
  • Private Health Insurance
  • Corporate gym rates
  • Corporate dental scheme rates
  • Personalised training plans
  • Proactive learning environment
  • Company-wide social and team events
  • Daily fruit
  • Access to the latest technologies
  • Access to technology leaders / technical specialists
  • An environment to be yourself

About C5 Alliance

Be part of #LifeatC5...

As a friendly, ambitious and progressive company, we are focused on the delivery of technology for positive impact. As we continue to expand our business, we are looking for talented and enthusiastic individuals to join our growing team.

By joining our company, you will become part of a collaborative pool of digital specialists with the opportunity to build a rewarding career in technology and make a valuable contribution to the industry. 

We're a people-powered business and committed to being the employer of choice where all of our teams have the opportunity to succeed, be proud and enjoy a long and rewarding career. We achieve this by being an agile and entrepreneurially led firm, posessing a values-based culture with innovation & technology at our core. We offer a compelling and evolving EVP including personal career development in an environment with a multi-disciplinary approach. Now part of the BDO network we are part of a global brand and have access to our international colleagues. As a unified business we have a genuine belief in shared success.

Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.

Register Your Interest
Application Deadline
January 22, 2021
Department
IT Services
Employment Type
Permanent
Location
Jersey
View all opportunities at C5 Alliance