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Service Delivery

What's this role about?

* Developing client relationships. * Contractual Management: actively participates in Client / internal contract negotiations * Production of Service Design requirements. * Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.    * Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services. * Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services. * Process Management: establishment and maintenance of the processes required in the provision of Client Services.               * Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets). * Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability. * CSAT: monitors and influences improved customer experience. * Problem Management:  contributes to problems being addressed in a timely manner, and with minimum impact. * Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.        * Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.                                                    * Service Improvement Management: ensures Continual Service Improvement (CSI). * Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services. * Acts as bridge between the client and internal operation managers.

What skills and experience do you need?

* Experience working in delivery of similar ITIL aligned services to SLAs. * Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting. * Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs. * Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans. * Managing multiple work streams, internal resources and dynamic client priorities. * Excellent written and spoken English. * Able to write clear and articulate reports. * Diplomatic and able to remain calm under pressure.

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