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Service Delivery Manager - North West
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Avanade
Date: May 2, 2013
Location: United Kingdom
Service Delivery Manager - North West(Job Number:17813)
Description
Avanade is currently very significantly increasing the range and scale of our outsourcing services and it is in this context that we are seeking a service delivery manager to take responsibility for an important new opportunity with an existing client.
We have a requirement for an experienced and successful Service Delivery Manager to deliver 24 by 7 managed support services for Microsoft Exchange.
The Service Delivery Manager will be responsible for the provision of the following services on behalf of Avanade: -Overall management of Microsoft infrastructure services on behalf of our client
- Relationship management with senior client business and technical stakeholders in respect of the service
- Management of a third party in respect of the provision of Microsoft infrastructure and application services support from a remote location
- Commercial management of the service
- Management of contractual changes
Role of the Service Delivery Manager
The Service Delivery Manager will be fully accountable for all aspects of the delivery of the service. This will entail discharging the following Responsibilities:
-Engage in regular dialogue and reporting to senior members of the client’s management teams.
- In the course of the above task it will be important to build a sound relationship based on competence and trust.
- Provide leadership and guidance to the party team in the course of overseeing the delivery of the service.
- Ensure that contractual commitments are met.
- Ensure that customer satisfaction is high.
- In the event that any aspect of service falls below the high standard expected a service improvement plan will be needed to address the issue and restore confidence.
- Ensure that service is delivered in a pro-active manner and that preventative maintenance measures are undertaken in a timely manner.
- Provide a monthly service reports to Client and Avanade management.
Qualifications
General characteristics and experience required of the Service Delivery Manager
The Service Delivery Manager will be an experienced manager of the provision of support services. The selected individual is likely to have many of the following qualities:
-Extensive experience of the management of support services gained through provision of service to a variety of clients, probably gained in a service company environment.Experience and a proven track record of successfully managing Microsoft based infrastructure.
- Significant experience in leading the provision of remote infrastructure / application support delivered from outside the UK.
- Ability to co-ordinates and lead collaboration on root cause analysis and to communicate resolution options and recommendations to customer
- Proven capability in client management in the context of a demanding service level based contract with penalties associated with non-delivery to expectation for a business critical service.
- Proven contract management skills including management of 3rd parties and sub-contractors.
- A trained support practitioner with suitable qualifications such as ITIL certification.
- Demonstrable capability to motivate individuals and drive high performance teams.
- Experience in assisting business development initiatives as an external consultant.
Technical characteristics and experience sought for this role
The requirements listed below are representative of the knowledge and skill required.
Seven to ten years’ experience or training in three of the technologies list below and some familiarity or working knowledge of the others:
-Exchange 2003, 2007, and 2010
- SharePoint 2007 and 2010
- DPM 2007 and 2010
- OCS and Lync
- Storage Devices including NetApp and EMC
- BlackBerry Enterprise Server 4.1 and 5.0
- Windows Server 2003, 2008, and 2008R2
- Mimosa and other archiving software
- Knowledge of scripting languages such as vbscript and PowerShell a plus.
Primary Location: Europe/Middle East/Africa/Latin America-United Kingdom
Region:- UK
Job: Service Mgmt
Capability Group: Con/Sol - Delivery Management
LOC:UK
Description
Avanade is currently very significantly increasing the range and scale of our outsourcing services and it is in this context that we are seeking a service delivery manager to take responsibility for an important new opportunity with an existing client.
We have a requirement for an experienced and successful Service Delivery Manager to deliver 24 by 7 managed support services for Microsoft Exchange.
The Service Delivery Manager will be responsible for the provision of the following services on behalf of Avanade: -Overall management of Microsoft infrastructure services on behalf of our client
- Relationship management with senior client business and technical stakeholders in respect of the service
- Management of a third party in respect of the provision of Microsoft infrastructure and application services support from a remote location
- Commercial management of the service
- Management of contractual changes
Role of the Service Delivery Manager
The Service Delivery Manager will be fully accountable for all aspects of the delivery of the service. This will entail discharging the following Responsibilities:
-Engage in regular dialogue and reporting to senior members of the client’s management teams.
- In the course of the above task it will be important to build a sound relationship based on competence and trust.
- Provide leadership and guidance to the party team in the course of overseeing the delivery of the service.
- Ensure that contractual commitments are met.
- Ensure that customer satisfaction is high.
- In the event that any aspect of service falls below the high standard expected a service improvement plan will be needed to address the issue and restore confidence.
- Ensure that service is delivered in a pro-active manner and that preventative maintenance measures are undertaken in a timely manner.
- Provide a monthly service reports to Client and Avanade management.
Qualifications
General characteristics and experience required of the Service Delivery Manager
The Service Delivery Manager will be an experienced manager of the provision of support services. The selected individual is likely to have many of the following qualities:
-Extensive experience of the management of support services gained through provision of service to a variety of clients, probably gained in a service company environment.Experience and a proven track record of successfully managing Microsoft based infrastructure.
- Significant experience in leading the provision of remote infrastructure / application support delivered from outside the UK.
- Ability to co-ordinates and lead collaboration on root cause analysis and to communicate resolution options and recommendations to customer
- Proven capability in client management in the context of a demanding service level based contract with penalties associated with non-delivery to expectation for a business critical service.
- Proven contract management skills including management of 3rd parties and sub-contractors.
- A trained support practitioner with suitable qualifications such as ITIL certification.
- Demonstrable capability to motivate individuals and drive high performance teams.
- Experience in assisting business development initiatives as an external consultant.
Technical characteristics and experience sought for this role
The requirements listed below are representative of the knowledge and skill required.
Seven to ten years’ experience or training in three of the technologies list below and some familiarity or working knowledge of the others:
-Exchange 2003, 2007, and 2010
- SharePoint 2007 and 2010
- DPM 2007 and 2010
- OCS and Lync
- Storage Devices including NetApp and EMC
- BlackBerry Enterprise Server 4.1 and 5.0
- Windows Server 2003, 2008, and 2008R2
- Mimosa and other archiving software
- Knowledge of scripting languages such as vbscript and PowerShell a plus.
Primary Location: Europe/Middle East/Africa/Latin America-United Kingdom
Region:- UK
Job: Service Mgmt
Capability Group: Con/Sol - Delivery Management
LOC:UK
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