Service Delivery Manager

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Remote Work: Hybrid

Overview:

At Zebra, we extend the edge of possibility by shaping the future of work on the front line-reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence-delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible-for our people, our customers, and the world.

The Managed Services team is looking for an experienced Senior Service Delivery Manager to be responsible for a large UK based client. The successful candidate will be responsible for overseeing the delivery of managed services to our client, ensuring high levels of customer satisfaction, and driving continuous improvement initiatives.

Responsibilities:

• Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance.
• Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations. serving as the primary point of contact for service delivery-related matters.
• Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts.
• Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services.
• Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations.
• Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth.
• Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions.
• Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities.
• Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement.
• Stay abreast of industry trends, best practices, and emerging technologies in service delivery management, and apply this knowledge to enhance service offerings.
• Mentor and coach team members to foster professional development and ensure high levels of performance and engagement.

Qualifications:

• 8+ years of experience from similar role
• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. Master's degree preferred.
• Proven experience in a senior service delivery management role within the IT industry, with a track record of successfully delivering IT services to clients.
• Strong understanding of ITIL (Information Technology Infrastructure Library) framework and its application in service delivery management.
• Excellent leadership and people management skills, with the ability to motivate and inspire team members to achieve goals and objectives.
• Exceptional communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Solid analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
• Certification in IT service management (e.g., ITIL v4 Foundation, PMP, PRINCE2) is highly desirable.
• Experience working in a client-facing role and managing relationships with external stakeholders.
• Knowledge of cloud technologies, cybersecurity, and digital transformation initiatives is a plus
• Ability to travel within and out of UK

Benefits:

• Up to 32 hours paid time off per year to volunteer with a charity of your choice
• Reward & Recognition scheme - earn points to spend online
• Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments
• Annual bonuses based on financial results
• Yearly salary increases according to individual performance
• Employee referral bonus for bringing New Talent to Zebra
• Pension Scheme
• Access to an innovative online learning platform
• Employee Assistance Program
• Additional benefits depending on country of application

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at HRServiceCenter@zebra.com If you are a victim of identity theft contact your local police department.