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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £40000 - £50000
Sector: Management  
Type: Permanent
Posted: 04/06/2020
Service Delivery Ronald James Group 2020-05-27

Job Role

  • Responsible for ensuring major and significant incidents are resolved within agreed Service Levels (SLA)
  • Lead and manage incidents to resolution
  • Support significant incident triage ensuring the correct priorities are set and the appropriate response coordinated
  • Responsible for ensuring effective post incident review takes place and outcome communicated

Who You'll Be

This successful candidate will be delivering a world class service to major clients, supporting and building the service relationship, ongoing incident management and escalation management, and the service transition for new clients. This is a great opportunity for an aspiring Service Delivery Manager to join and develop their career working in a growing and dynamic role.


  • Support and manage 3rd party supplier governance and relationship management processes
  • Responsible for timely delivery of quality of Incident Management information for Management packs and driving ongoing incident updates and awareness
  • Support Problem Management and Root Cause Analysis (RCA) processes
  • Performance reporting both internally and externally to clients
  • Support for ensuring all accountable systems are adequately documented, licenced and regularly peer reviewed
  • Support Technology Disaster Recovery process and plan
  • Own and manage, where agreed, the operational customer relationship and conduct performance reviews for services supplied.
  • Manage ongoing organisational service-related process review, to ensure processes are relevant and accurate.
  • Implement agreed revisions, or design new processes as required.
  • Manage customer escalations, relating to in-life services, ensuring timely and accurate communication to relevant internal and external stakeholders.
  • Manage, support and lead a team of Duty Managers and oversee a wider shift rota of Application Support and Platform Support Engineers
  • Strong leadership skills and the ability to motivate and get the best out of people.

Skills & Experience

  • Strong client relationship skills
  • Creative and strategic thinking
  • Effective organisational skills
  • Ability to manage multiple workstreams
  • Ability to build strong working relationships
  • Support service improvement plans liaising with the Account Managers
  • Self-starter
  • Resourceful and confident
  • Delivery and service orientated
  • Calm in a crisis
  • Passionate
  • Driven to succeed


  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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