Lead Service Delivery Manager

Job Description

boxxe is a growing technology business that must be driven and supported by the use of technology internally in order to achieve the goals that we have set ourselves.

Your Mission

boxxe strives to put customer satisfaction and outcomes at the heart of everything we do. Our Service Management team focusses on maximising the performance and continual improvement of the services that boxxe delivers. We design our services to maximise customer value, drive efficiency and ensure a smooth transition into our service delivery teams.

How you’ll fit in to the big picture

As a Lead Service Delivery Manager, reporting to the Head of Service Operations, you will lead and manage a team of service management professionals while also managing multiple services across a variety of customers (50%/50% split role). You will work closely with other Service Teams, including the Project Management Team, the Service Desk and Technical Support Teams, to ensure all of the services we provide are world-class.

What you’ll be doing

• Leading and managing a team of service management professionals, driving their personal development and shaping the team to deliver exceptional service to our customers
• Working collaboratively with the Technical Managers to ensure our services are exceptionally delivered and consistently improved
• Owning a set of our service customers working with them directly as their Service Delivery Manager
• Defining the service management processes for the current and future mode of operations based on the agreed operating model
• Working with the Service Desk Manager to ensure ITSM processes are regularly reviewed and improved
• Owning and developing Service relationships with our customers with a vision of delivering a ‘World Class Service’
• Owning the transition process taking customers into live operation and service, and working collaboratively with our service design team to create new services that are efficient and scalable
• Working cross-functionally to ensure both our customer needs and our business objectives are met
• Defining and analysing the data associated with ITSM processes as required for SLA/KPI reporting
• Working with services teams to optimise cross-functional collaboration and communication, including providing feedback and recognition
• Working with other teams within boxxe to build relationships and improve our end-to-end processes

• Managing multiple services, which will include:
  • Ensuring that all service teams follow agreed processes and procedures, including Incident Management, Request Management, Problem Management, Change Management and Event Management
  • Ensuring that your services meet contractual SLAs and service performance is maximised against any agreed KPIs
  • Ensuring that your customers access the services and escalate any issues correctly
  • Ensuring that your services meet the expectations laid out within their Service Design documentation, and that documentation is kept up to date
  • Attending relevant Change Advisory Board meetings
  • Escalating concerns or issues to the Service Management Lead where necessary

• Improving the services that you are responsible for, by encouraging input from everyone involved. This may include:
  • Proactively streamlining and improving internal processes
  • Ensuring services have viable Service Improvement Plans, and working with the Service Management Lead and the rest of the team to implement them
  • Leading management of service risks, ensuring that they are identified, managed, and have a clear outcome (such as minimised, eliminated, or accepted)
• Making sure that your Service Reviews demonstrate and evaluate general performance against SLAs, end user satisfaction, and customer outcomes
• Visiting customer sites, or boxxe’s offices, when required

What experience we think you’ll need

• Experience in a service management role
• Experience managing a service management team
• Experience working in the IT industry
• Experience in IT service management
• ITIL 4 specialist/strategy/leader/master qualification and an experienced practitioner
• Ability to communicate clearly and accurately at all levels
• Ability to lead teams to success by documenting and following clear processes
• Excellent attention to detail and document/reporting writing skills
• Ability to work flexibly
• Ability to travel within the UK when required

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.