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SERVICE DELIVERY MANAGER - ITIL

SERVICE DELIVERY MANAGER - ITIL - West London - Are you a Service Delivery Manager used to reporting to the CEO? Can you manage the delivery of agreed service support into key client / customer accounts? Do you have responsibility for the highest standards in line with ITIL principles? You will be the first point of contact for all of the live services you manage and have overall responsibility for delivering 100% Client Satisfaction and retaining key accounts.

This will include meeting all agreed KPI's, SLA's managing internal and external stakeholders effectively and executing any SIP's agreed with the client.


If you love to over deliver and drive client confidence and customer satisfaction then this is the role for you!!


Key skills -



  • Experience in a business that works to ITIL principles and ideally has an ITIL certification.

  • Project management experience.

  • Has a track record of delivering success in a similar role within an IT or professional services business.

  • Strongly client focused and understands and has delivered high standards of client/ customer service and knows how to delight a customer in a commercial context.

  • Effective persuader and influencer and has built effective and productive working relationships with both colleagues and third parties.

  • A track record of delivering continuous improvement within a live service environment.

  • Manages multiple and conflicting priorities efficiently and remains calm under pressure.

  • Resilient and has the tact to push back to the client where they are seen to be making demands beyond the tolerance of a contract.

  • Technically savvy and has basic understanding of the infrastructure and applications your clients are using.

  • Third party supplier management

  • Report generation and statistical analysis

  • ISO27001, 9001 & 20000 experience

  • ITIL V3 Expert/ V2 Manager


The Service Delivery Manager will be in the West London area.

Contact Karl @ Reflex - Salary is £50,000 + Benefits.