JOB DESCRIPTION

JOB TITLE: Service Delivery Manager

REPORTING TO: Services Director

DEPARTMENT: Services

LOCATION: Chessington / Basingstoke

Combining consultancy expertise, technical knowledge and industry experience with

‘best of breed’ technologies, Imtech ICT have earned a reputation as innovative,
technical systems integrators capable of successfully optimising end-to-end next
generation communication networks, System Servers, SAN, and application
development. We are a dynamic, growing organisation, and this is a great
opportunity to join us at a very exciting time for the business.

PURPOSE OF ROLE:

Our SDMs are professional technical services managers responsible for co-
coordinating the delivery of services into key enterprise customers. The SDM plays a
vital role in creating long-term healthy service provider - customer relationships,
acting as the bridge between the client and our operational delivery teams. The key
responsibility of the SDM is governance across all areas of their services including
service management, incident and change management, continual service
improvement and customer satisfaction as well as playing a key role in ensuring the
highest level of operational service delivery.

KEY RESPONSIBILITIES:

 Building a personal relationship with key client staff

 Successful service delivery - SLA achievement and high level of customer
satisfaction
 Monitoring overall performance of services
 Good communication around issues and opportunities – get things done,
make things happen
 Collaborating with senior management on client account management
and growth
 Ensuring operations teams are aware of changes and are prepared
 Building service reports
 Service reporting and sponsoring service delivery meetings

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  Pulling in additional resources when needed e.g. specialist teams or
people for specific issues / opportunities
 Removing all obstacles to customer satisfaction and / or financial
performance
 Communicating across organisational boundaries – from engineers
through to senior managers
 3rd party management responsibilities
 Looking out for client’s and Imtech’s long-term interests
 Following up if service delivery is not meeting expectations
 Working with the client and operations teams to identify and
manage service improvement activities
 Along with operational managers and technical leads, accountable for and
contribute to the overall performance of the managed services division
 Ability to follow hardware and software best practices as defined by the
Managed Services management

The above responsibilities are indicative of the work required and should not be seen
as an exhaustive list.

July 2013
ORGANISATION:

Services Director
¦
Service Delivery Manager

PERSON SPECIFICATION

JOB TITLE: SERVICE DELIVERY MANAGER

Essential Desirable
Qualifications Must have minimum of Should be degree
V2 Managers Certificate educated, or have long
or V3 Expert standing technical
experience, or CITP, or
CIM, or other professional
body qualification

Experience Minimum 10 years

relevant work experience

Technical background
ideally within Managed
Services and IT
outsourcing industry
Knowledge of the
following – Systems
management platforms,
service management
solution, ITIL

Skills & Abilities Excellent documentation Enjoys making things

skills and attention to happen.
detail.

Ability to deliver technical

presentations
competently.

Must be commercially
aware, able to identify &
effectively communicate
commercial opportunities

Able to produce and

deliver relevant and
effective training as

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 required and necessary
both into Managed
Services staff and
customers where relevant

Personal Qualities Excellent written and Be happy to work outside

verbal communication of comfort zones
skills; good team player;
highly motivated self
starter; good relationship
builder with strong
diplomacy skills

Must aspire to a culture

of service excellence,
always putting the
customer, our people
and our business at the
centre of everything they
do.

Able to understand and

deliver services which
are provided on a
24x7x365 basis.

Must be able to work

proactively and under
pressure.
Other Must have or be able to
obtain full SC clearance.
Full driving licence
Willingness to travel
(possibly internationally)
and overnight when the
role demands.

To Apply:

Please email your CV and covering letter to HR@Imtechict.co.uk

Strictly NO unauthorised agencies please

July 2013