Senior Service Delivery Manager 275408

You must have the ability to obtain Security Clearance & Counter Terrorist Check clearance.

Here at Littlefish, we look for people who can make a difference and become a giant slayer. As the world around us continues to change, we seek individuals who embrace change with optimism and excitement. We value passionate and high-performing people who enjoy thinking outside the box.

Our current employees are the giant slayers who have shaped Littlefish into what it is today. You will be the future team member who continues to add drive, passion, and skills as we grow.

If this resonates with you and you're excited about working with creative, passionate, energetic, and friendly people, we would love to hear from you.

The role and what you'll be doing daily:

Our Service Delivery team is expanding, and we are looking for a dedicated Senior Service Delivery Manager to join our dynamic department. This role is hybrid, requiring regular onsite presence with our London-based customer.

At Littlefish, we pride ourselves on being a trusted partner for organizations seeking top-notch IT support. Our commitment to quality and customer satisfaction sets us apart. As a Senior Service Delivery Manager, you will manage and deliver all contracted services for our valued customers, ensuring services meet high standards and exceed expectations.

You will:

• Customer Relationship Management: Lead and develop strategic relationships with customers, ensuring delivery against SLAs and Service Improvement Programmes.
• People Management: Support and guide field/on-site staff, Service Desk Engineers, and Service Management Office staff. Promote personal and career development for direct reports.
• Commercial Management: Oversee contractual scope, manage budgets, and identify upsell opportunities. Support account planning and cost reduction initiatives.
• Quality Assurance: Ensure smooth service transitions, participate in quality reviews, and develop best practices.
• Leadership: Create a vision for the customer, drive efficiency, and challenge the status quo to improve service management.

The ideal candidate will have:

• ITIL Foundation certification (or equivalent).
• Extensive experience in Service Delivery Management.
• Experience in an airport setting is highly advantageous.
• Proven ability to manage customer relationships and meet SLAs.
• Skills in handling difficulties, performance issues, and conflicts within teams.
• Financial management skills, including budgeting, forecasting, and cost control.
• Knowledge of outsourcing models and service integration.
• Strong negotiation and customer relationship skills.
• Excellent interpersonal and communication skills.
• Problem-solving skills related to IT issues.

What we offer:

• Training through our Littlefish Academy, with potential earnings increase of £4,500.
• Referral bonus of £1,000 for successful referrals.
• Access to LinkedIn Learning with over 16,000 tutorials for personal and professional development.
• Healthcare cash plan, including online GP appointments, 24/7 counsellor access, and cashback on healthcare.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public/bank holidays.
• Purchase and sale of annual leave scheme.

Life at Littlefish:

Our values define who we are, what we stand for, and how we work. We prioritize hiring individuals who embody our values as we grow.

I am High Performing: I aim to raise the bar, improve quality, and strive for service excellence.

I am Passionate: I build team success, celebrate achievements, and support one another.

I Have a Can-Do Attitude: I am willing to step outside my comfort zone, challenge the status quo, and get things done.

If you believe you can make a tangible difference, apply today and join us on this journey.

At Littlefish, we aim to be a place where everyone can be themselves. We are committed to fostering a diverse and inclusive community where everyone, regardless of background, feels valued and supported.

We welcome applications from all backgrounds. Please contact us if you need adjustments during the recruitment process.

Our application process includes ED&I (Equality, Diversity, and Inclusion) questions, with a 'prefer not to say' option for each.