TerraQuest
Service Delivery Manager
Location: Birmingham office with agile working 3 days per week from home
Salary competitive
Who we are...
TerraQuest Solutions Ltd, is an award winning and a market leading specialist provider of planning, land, property and business solutions. We are an established and trusted organisation which is renowned for its expertise in providing innovative and cost-effective solutions to both public and private sectors. Our team deliver bespoke, flexible and efficient services through a process-orientated delivery structure. We pride ourselves on strong customer relationships evidenced by the high proportion of referrals and repeat business.
What we need...
Based in our Birmingham office, the TerraQuest Service Manager is responsible for the management and support of all aspects of the organisational functions and services needed to provide service delivery, maintenance and support of the TerraQuest Group Services. You will join a team working within an ITIL framework, working closely with the other Service Managers to provide TerraQuest Group services working with an internal award-winning technical team and supporting the award-winning Planning Portal.
What you will be doing...
- The TerraQuest Service Manager facilitates improved IT services for businesses through the development and implementation of necessary action plans and software delivery. It is essential that you have experience of managing services for both internal and external customers as well as managing internal teams.
- Manage and monitor Service Support and Delivery, including Service & Operational Level Agreements
- Develop and manage internal Service Teams and Managers
- Incident, Problem, Release, Change and Capacity Management used with both internal and external suppliers.
- Relevant technical, operational and ITIL based processes are in place, reviewed and followed.
- Regular and accurate reports are provided to suppliers, stakeholders, including trends and insight on the service performance.
- Support services are managed to efficiently respond to Service Desk issues, tickets and service requests, other Service Managers and suppliers.
- Plans are developed, improved and reported for the delivery, maintenance and support of TerraQuest Group Services handed over to customer teams and ongoing service improvements using standard processes.
- Risks and Issues are identified, assesses and proposed mitigations identified and agreed to
- Manage and monitor Service Support and Delivery, including Service Level Agreements; Incident, Problem, Release, Change and Capacity Management used with both internal and external customers. Ensuring:
- Regular and accurate reports are provided to customers, stakeholders, including trends and insight on the service performance.
- Support services are managed to efficiently meet the SLAs set with customers, regular reports and trends produced.
- Plans are developed, improved and reported on in discussion with the customer for the delivery, maintenance and support of TerraQuest Group Services.
What we are looking for.....
The ideal candidate will hold the ITIL or equivalent qualification. You must have extensive experience of providing incident, problem and change management oversight across multiple external clients. You must have experience managing Service & Delivery teams and holding service review meetings. In addition, you will have strong commercial awareness and the ability to maximise client income.
In return you will receive a competitive salary and a generous benefits package.