Job Details


Belfast, Northern Ireland

Closing Date

2019-07-31 11:00:00


Service Delivery Manager

  • The Service Delivery Manager will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved.  The person will also work closely with the Senior Service Delivery Manager co-ordinating the delivery of services into a key enterprise customer. 

    Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

    • Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.
    • Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner.
    • Ensure that Service Levels comply with contractual deliverables on a day-to-day basis
    • Agreeing contractor assignment milestones and performance checkpoints
    • Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.
    • Facilitating a prompt response to requirements in line with customer expectations.
    • Work closely with Senior Service Delivery Manager in attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.
    • Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support
    • Assisting in the continual development of key maintenance clients both current and new generation.
    • Line management of technical delivery team.
    • Assistance with the planning and design of new installations
    • Help to build relationships with both internal stakeholders and partner organisations
    • Attend meetings as required to discuss service management
    • Contribute to the overall development of the company’s internal systems and customer base.
    • Out of hour escalation cover

    Essential Criteria

    • Service delivery experience
    • Strong technical experience including but not limited to; VMware, Cisco, EMC, Citrix and Microsoft 
    • Willingness to travel

    Desirable Criteria

    • ITILv3 foundation
    • Prince2
    • Line management experience

    Person Specification

    • Articulate and a clear communicator
    • Be a customer advocate
    • Have the ability to converse technical terms and definitions to a non technical personnel 
    • Good at report writing
    • Attention to detail
    • Enthusiastic and committed 
    • Interested in Continual Service Improvement
    • Assertive without being aggressive 
    • Good team player 
    • Good at multitasking 

    Additional Information

    We have won the following accolades:

    • Placed in the Sunday Times Best Company to work for 4 years in a row
    • Accredited a 2* and outstanding rank in the Best Companies 2017O
    • One of the highest accredited VMware partners in Ireland
    • UTV Employer of the Year 2015
    • Winner of the Belfast Telegraph Company of the Year 2015
    • Irish News Workplace and Employment Award winners in the categories of Best Place to Work and Workplace Wellbeing.

    Conditions of Employment Salary:The salary and benefits for this position will be determined according to the experience of the person appointed.

    General Guidance:The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Novosco Ltd operates a Non Smoking Policy. Novosco Ltd is an Equal Opportunities Employer.