Service Delivery Assistant Manager

Job Title: Assistant Service Delivery Manager

Location: Belfast

Salary: Competitive

Role Overview:
As the Assistant Service Delivery Manager, you will work closely with the Service Delivery Manager to support the delivery of high-quality services to clients. This role will involve helping to monitor service performance, manage SLAs, and assist with managing client relationships, while ensuring that all service delivery processes are efficient and aligned with business objectives.

Key Responsibilities:
• Service Delivery Support: Assist in managing and overseeing the delivery of services to clients, ensuring that services are provided on time, within scope, and in line with agreed SLAs.
• SLA Management: Help monitor and track service performance against SLAs, ensuring compliance and assisting in identifying areas where SLAs may not be met. Work with the team to resolve issues as needed.
• Client Communication & Relationship: Assist in maintaining strong relationships with clients, addressing their needs, and providing them with regular updates on service performance. Help resolve any service-related concerns or issues.
• Performance Monitoring: Track and report on key performance metrics and service delivery success, ensuring timely updates and feedback for continuous improvement.
• Problem Resolution: Support the resolution of service delivery issues and ensure that any escalations are effectively managed in collaboration with internal teams.
• Team Collaboration: Collaborate with internal teams (operations, technical support, customer service) to ensure seamless service delivery and to troubleshoot or resolve service-related issues quickly and effectively.
• Process Improvement: Identify opportunities to streamline service delivery processes and contribute to initiatives aimed at improving efficiency, reducing costs, and enhancing client satisfaction.
• Documentation & Reporting: Assist in preparing performance reports, client updates, and maintaining accurate documentation of all service delivery activities and interactions.
• Project Support: Assist in the planning and implementation of service delivery projects, ensuring that timelines and client expectations are met.
Skills & Experience:
• Proven experience in a service delivery or project management role, preferably within a technical or IT service environment.
• Strong understanding of Service Level Agreements (SLAs) and the importance of meeting service targets.
• Experience in client relationship management, with the ability to build and maintain strong partnerships.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills, both written and verbal.
• Problem-solving ability, with a proactive and solutions-focused mindset.
• Understanding of ITIL or other service management frameworks is highly desirable.
• A customer-centric approach with a focus on quality service delivery.

Qualifications:
• Degree in related IT or Business Discipline
• ITIL Foundation certification (preferred but not required)
• Prince 2 preferred but not essential
Why Join Us:
• Competitive salary and benefits package
• Professional growth and career advancement opportunities
• Collaborative and dynamic work environment
• A chance to contribute to high-impact projects and work with a variety of clients

How to Apply:
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