Service Delivery Manager

Cambridge, UK
£52,600 - £65,200
06 Jul 2019
22 Jul 2019
IT, Internet
Contract Type
Service Delivery Manager
Permanent, Full Time
Salary: £52,600 - £65,200
Location: Cambridge

What it's about
The Service Delivery Manager is the key point of contact within Cambridge Assessment for all Business Units across all global locations, for all IT Services provided by Business Technology Services (BTS).

The Service Delivery Manager will need to establish a relationship between BTS and the Business Units, to increase the value realised from IT Services, assets, investments and capabilities.

We are looking for a confident self-starter that has the experience to add value quickly, but also maintains a desire to acquire new knowledge about developments in the industry.

What you'll be doing
• Act as the "voice of the customer" for the Business and be the focal point for all communications by reducing to a minimum the business interaction with IT.
• Provide formal Service Delivery Management in line with agreed SLAs, developing and maintaining improvement plans as necessary. Leadership of Service Improvement Plans (SIPs) and service planning of significant business events that require enhanced or adjusted Service Levels.
• Be an active member of and contributor to the Service Authority governance process ensuring Service Designs are prepared and governed.
• Work and collaborate with other governance streams to ensure they are aligned with Service Delivery Management activities.

What we're looking for
• The successful candidate will be the liaison between Business Technology Services and the Business Units and be acknowledged as a trusted advisor to the Business.
• They will have significant knowledge in subject matters pertaining to both IT and the Business, and have a thorough understanding of B2B service delivery to identify current needs and envisage future business services.
• Excellent stakeholder management experience is essential as is the ability demonstrate assertiveness to uphold the interests of Cambridge Assessment, even when under pressure from senior management.
• The successful candidate will be highly collaborative, display and promote positive behaviours, work with utmost integrity and commitment, balance process with flexibility and be absolutely focused on service delivery and customer satisfaction. You will be responsible for the orchestration of critical service events and the planning and designing of service solutions to meet business goals.

They will be expected to lead and matrix-manage staff. Critical to your success in this role will be effective stakeholder management and a clear focus on the business impact of the delivery of IT services.

Who we are
Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation.
This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

· Generous contributory pension
· 28 days annual leave, plus bank holidays
· Annual performance related bonus and increases (discretionary)
· Enhanced maternity/paternity pay
· Employee discount and cash back scheme at 2,500 retailers
· Cycle scheme
· Season Ticket Loan
· Subsidised staff restaurants
· Support for professional qualifications
· Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 21/07/2019 and interviews will be held on Week beginning 29 July 2019 .

If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


Job Segment: Service Manager, Bank, Banking, Manager, Consulting, Customer Service, Finance, Management, Service

Similar jobs

More searches like this

Similar jobs