Service Delivery-Service Delivery Manager-CL
Job Description
Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
From prototype to real-world impact - be part of a global shift by doing work that matters.
Job Description
Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product's value and manage the relationship between the client and our operational services teams.They are responsible for organization and governance, service design, operational excellence, customer experience and continuous service improvement.
As a SDM at Endava. Owns managed service governance, SLA performance, stakeholder communication, and operational coordination across support, DevOps, SRE, QA, incident, change, and release functions.
Responsibilities:
- Developing client relationships
- Contractual Management:
- Production of Service Design requirements
- Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments
- Service Catalogue Management:
- Service Governance:
- Process Management:
- Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA's, OLA's or any other contractual targets)
- Commercial Management:
- CSAT:
- Problem Management:
- Service Transition Management:
- Business Continuity Management:
- Service Improvement Management:
- Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
- Acts as bridge between the client and internal operation managers.
- 8+ years of experience
- Experience working in delivery of similar ITIL aligned services to SLAs.
- Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
- Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
- Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
- Managing multiple work streams, internal resources and dynamic client priorities.
- Excellent written and spoken English.
- Able to write clear and articulate reports.
- Diplomatic and able to remain calm under pressure.
Additional Information
At Endava, we're committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers.Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.