• To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.

• Management of an IT Service Delivery team of 6 and be responsible for career development and appraisals.
• Definition of service level agreements (SLA’S) related to contracted services.
• To manage the IT Service Delivery team, taking responsibility for service desk, desktop support and application support.
• Ensure SLA’s are achieved and client expectations are met (or exceeded).
• To build services relationships with clients.
• Ensure quality and profitable services are performed to the agreed SLA.
• To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
• To provide reports to an agreed schedule (or on request), including management and account performance reports.
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
• To develop and facilitate workshops and training courses.

Skills / Attributes Required

• Demonstrable experience of working in an IT Service management capacity.
• Experience of managing suppliers in outsourcing contracts
• Proven people management skills.
• ITIL Service Delivery qualification is desirable.
• Excellent communication skills.

Salary / Benefits Package

Up to £40,000 plus Pension and 25 days holiday