Service Delivery Analyst/Team Member - ITIL - SC/DV Cleared

SERVICE DELIVERY ANALYST/SERVICE DELIVERY TEAM MEMBER - ITIL - RELATIONSHIP MANAGEMENT - DV OR SC CLEARED - SECURITY CLEARED.

Our client requires a Service Delivery Analyst/Team member to join the Service Delivery Team and who WILL PLAY A PIVOTAL ROLE CREATING LONG TERM CLIENT RELATIONS AS WELL AS BEING THE CENTRAL CONTACT FOR DAY TO DAY ESCALATION WITHIN THE TEAM.

Looking for CUSTOMER FOCUSED individual who can confidently act as the bridge between clients and the operational delivery teams whilst remaining flexible within a changeable business environment.

MUST BE ITIL CERTIFIED.

KEY RESPONSIBILITIES WILL INCLUDE

Define and agree Customer Service Level Requirements. MUST HAVE A STRONG KNOWLEDGE OF SLAS/OLAS/CONTRACTS AND THEIR RELATIONSHIPS

Produce and maintain the Service Catalogue

Create the Service Design package for the delivery of Operational Support

Be involved in the negotiation and review of the SLA with the Customer, reviewing Service Levels and targets.

Create, agree and document underpinning OLAs with Operational Support teams as required

Maintain a register of all contracts and underpinning agreements with third parties for the service

Be responsible for the maintenance for any underpinning agreements with 3rd party suppliers, and be involved in the negotiation and review of these

Conduct review meetings to manage the quality of service provided by suppliers

Record all improvement actions and plans as well as understanding the cost of providing the service to the Customer

Manage the relationship between the Customer and Operational Delivery Managers

Act as the primary point of contact for the service and coordinate all day-to-day escalations raised by the customer through to resolution including the review of complaints received and their progression

Ensure compliance with internal and customer required security standards and protocol

DESIRABLE EXPERIENCE - Knowledge of OVSD, Service manager 7, Visio, Crystal Reports, PRINCE 2, Microsoft Projects, Service Delivery Manager Practitioner certificate, previous experience in delivering services

Deadline for this opportunity is Monday 16/12 at 9:30am.

Please apply online for further information.

Please note - CANDIDATES WHO HOLD CURRENT SC OR DV SECURITY CLEARANCE WILL BE CONSIDERED

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