Senior IT Service Delivery Manager - Outsourced MSP

Senior IT Service Delivery Manager - Enterprise - Outsourced Service Management - Permanent

Location: Reading

Role Purpose:

Enterprise Service Management. Proactively manage and drive the highest levels of service and value across Enterprise IT services.

This will include but not be limited to;

• active management of the Enterprise MSP, and ensuring highest possible standards and alignment to contractual obligations
• managing strong stakeholder relationships and ensuring timely and appropriate communications within MBNL and the Shareholder organisations
• Working with MBNL and Shareholder business partners, define, agree, implement and evolve SLAs for enterprise services
• Develop and drive frameworks to assess customer experience and service performance
• Enterprise Service Transition. Manage E2E the introduction of new services and the evolution of existing services to meet customer needs.
• Enterprise Outsourcing Management. Effective management of the outsourced MSP and contracting for new services.

Requirements to be successful in this role:

• Proven IT senior level service management experience, preferably within the Enterprise domain, working with a range of IT vendors / partners in a large complex organisation.
• OSS desirable
• Demonstrable experience in managing outsourced partners by setting up and continuously evolving supplier contracts.
• Excellent business and personal communication (verbal & written) and presentation skills.
• A solid technical background and commercial awareness, so that the Service Manager can participate in both technical and commercial discussions
• Relationship building skills and the ability to empathise with customers and their needs
• Can conduct meaningful discussions around how IT Services are addressing customer needs
• Is proficient in customer management techniques: The complete sequence of activities required to manage customers' expectations from understanding customer requirements to capturing and delivering a service
• Well-developed problem-solving skills
• Good relationship building and influencing skills
• ITIL Foundation V3 or V4 qualification or equivalent experience

Project People is acting as an Employment Agency in relation to this vacancy.