Service Delivery Manager

Netcompany is one of the fastest growing technology companies in the UK, recognised for disrupting the marketplace and helping to transform the IT sector. We deliver IT Transformation and Delivery services to some of the most well-known organisations in the UK and can count 18% of the FTSE 100 as clients, delivering services across several different sectors.

Netcompany have ambitious growth plans for the next few years and will continue to win and deliver multi-million-pound projects, offering a fantastic opportunity for all members of staff to grow with us and carve out a challenging, successful and rewarding career

Our Service Management Practice delivers infrastructure support services to a significant number of clients, across multiple sectors. The current team is approximately 20 strong and offers prospective candidates with the opportunity for unparalleled recognition, skills exposure and enhancements, and career development, across multiple business areas.

Our SDMs are typically responsible for the delivery of one or more services for our clients. The candidate will be the primary point of contact for the client and ensure that the contracted scope of service is delivered effectively and efficiently using the resources allocated to the service and within budget.  The candidate will ensure that good communications and levels of understanding are maintained with the client through regular and ad hoc meetings.

The candidate will be required to meet the contracted service levels and deliver the service using ITIL aligned processes and procedures, within the framework of the Netcompany Quality system and any security aspects. The SDM has financial and commercial responsibility and will provide regular, succinct and accurate reports to the Service Management Practice management covering all aspects of the services under your management.  The candidate will also be responsible for business development within their accounts as well as also being involved in business development activities representing Service Management within the wider Netcompany Infrastructure Business Unit.

Key Responsibilities:

• Business Development; including pro-actively assisting Netcompany Business Unit account managers
• Service Architecture, including accurate estimation of service and task pricing, and definition of Service Level Agreements and Key Performance Indicators
• Service Transition / Startup / Transfer / Closure
• Service Delivery Management using ITIL aligned processes and procedures
• Project Management, including managing enhancement work through our software development lifecycle and infrastructure changes
• Liaison with other Netcompany business units and support services
• Liaison with / Management of 3rd parties involved with delivery of services
• Internal Operation Support System management
• Service and Quality Improvement initiatives

• The candidate must be a delivery focused manager who is able to motivate staff by maintaining a positive attitude and through appropriate delegation and control.
• Be able to identify, track, produce bid material and deliver sales opportunities.
• During business-as-usual periods the candidate will be expected to actively initiate and pursue service improvement tasks.  During challenging periods, the candidate will be expected to maintain a clear and calm attitude whilst showing appropriate levels of concern and pursuing a suitable course of action to overcome the problems presented.
• The candidate must have experience of differing support models and be able to appraise these against a set of SLA’s to select the most appropriate solution for a service.
• Good oral and written communication skills are essential to ensure all parties associated with the service maintain a clear understanding of the status of the service and associated tasks at all times.
• Be able to produce clear and concise written information.
• We require at least 4 years relevant experience including commercial responsibilities with regard to service related third parties.
• Experience of supporting solutions in a multi-provider environment would be advantageous.
• Strong influencing and communication skills are essential, as is an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel.
• Be able to provide escalation cover as part of the 24 hour, 7 days a week call out rota with other managers.
• ITIL Service Manager Certification would be preferred; ITIL Foundation level certification is highly desirable. ITIL Service Strategy and ITIL Continual Service Improvement would be advantageous
• SC Clearance or eligible for clearance.

Netcompany Academy

Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities, and fine-tune your strategic acumen. 

As you progress through the content, you’ll naturally take on more responsibility and network with your peers.

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK
• Must be able to attain a UK Security Clearance

Benefits include

• 25 days’ holiday
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us.  We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at reasonableadjustments@netcompany.com.

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