Salary£55000 - £60000 per annum
I'm currently supporting a global software provider in their search for a Service Delivery Manager to support their ongoing growth. This is a fantastic business and established team so you'll be walking into a supportive environment which is already ticking along. We're looking for an experienced candidate who is able to hit the ground running and echo the companies supportive environment. This role requires a candidate that is confident to make decisions. You must be able to handle and deal with difficult technical, commercial and resource conflict situations in order to establish the best outcome and manage the expectations of all those invliolved. As Service Delivery Manager you will need to drive the customer service aspect of all the work your team is responsible.

Key Tasks: 

  • Resourcing of projects
  • Team professional development
  • Managing customer escalations
  • Managing partner relationships
  • Driving standardisation and improvements in project management and consultancy processes
  • Ensuring invoicing is timely and correct
  • Ensuring resources are correctly logging their time and we are achieving a high billable rate
  • Ensuring we have optimal utilisation of technical and project resources
  • Maintaining one to one relationships with all direct reports
  • Ensuring all project work is delivered to high standards, while being cognizant of the confines of agreed services
  • Driving a reduction in technical debt in ongoing projects
  • Ensuring project delivery meets with requirements for sustainability and therefore recurring revenue
  • Liaising with sales and account management teams for awareness of upcoming projects and discussion of customer issues/pain points
  • Maintaining relationships with other managers and directors
  • Ensuring consultancy and project management teams are working towards group level goals
  • Ensuring knowledge is effectively shared across project services and other technical teams
  • Maintaining a fundamental knowledge of our software products and the impacts of updates and changes
Essential Experience: 

  • Degree in Computing Science or similar
  • Project management methodologies practicioner
  • Minimum of 5 years’ experience in a service delivery management role or similar project delviery role for IT/Professional services
  • Minimum of 10 years’ experience in customer-facing technical service and project delivery roles
  • Proven leadership skills
  • Managment reporting, KPIs, metrics
  • Management of technical teams
  • Recruitment, training and coaching of technical professional empoyees
  • Experience as part of a cross-departmental management team
  • Creation and implementation of business processes
  • Professional service time reporting, invoicing and utilsation reporting
  • Cost estimating and proposal preparation

For further information please contact Jenny Saban in our Cambridge Office 
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Jenny Saban

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