Service Delivery Manager

Cisilion Ltd.
53000.00 GBP Annual
04 Oct 2017
01 Nov 2017
Contract Type
Full Time

Cisilion delivers next generation IT infrastructure that transform the way that businesses work.

Cisilion is an award winning global systems integrator and managed service provider, working with clients in over 70 countries across 5 continents. We partner with leading technology vendors including Cisco, Microsoft, Dell/EMC and Riverbed.

Our mission is simple - to inspire intelligent change by delivering next generation IT infrastructure that transform the way that businesses work

Cisilion's success is based on really understanding our client's needs, and doing everything we can to make sure we provide a service of the highest quality. Our people is what enables us to do this. They are the core of our business and are what make Cisilion such a great and fast growing company.


Our SDMs are professional technical and business services managers responsible for co-ordinating the delivery of services into key customers. The SDM plays a vital role in creating long-term healthy service provider-customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services, including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of efficiency is used in delivering the service.


Building a personal relationship with key client employees
Successful service delivery - SLA achievement and high level of customer satisfaction
Monitoring overall performance of services
Good communication around issues and opportunities - get things done, make things happen
Collaborating with senior management on client account management and growth
Ensuring operations teams are aware of changes and are prepared
Building service reports
Service reporting and sponsoring service delivery meetings
Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
Removing all obstacles to customer satisfaction and / or financial performance
Communicating across organizational boundaries - from engineers through to senior managers
3rd party management responsibilities
Looking out for client's and Cisilion's long-term interests
Working with the client and operations teams to identify and manage service improvement activities

The above responsibilities are indicative of the work required and should not be seen as an exhaustive list.


Excellent documentation skills and attention to detail;
Ability to deliver technical presentations competently;
Must be commercially aware, able to identify & effectively communicate commercial opportunities;
Excellent written and verbal communication skills;
Good team player;
Highly motivated self-starter;
Good relationship builder with strong diplomacy skills;
Be happy to work outside of comfort zones;
Must be able to work proactively and under pressure;
Enjoys making things happen.

Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do.


ITIL v3 - foundation a minimum but preferable to intermediate level.

Prince2 - Desirable

TOGAF - Desirable

Technical Qualifications - Desirable (CCNA, MCP, MCSA)

University Degree - Desirable