Service Operations

Job Title: Service Delivery Management

This role presents an opportunity for a motivated selfstarter with a background in Workplace Services to take on a key management role, liaising with colleagues from multiple geographies and technologies in areas such as Delivery Management, Contracts and Finance 

Job Description

  1. Be responsible for delivery to the SLA obligations
  2. Carry out daytoday management of all service delivery activities, irrespective of run resource location including supplier and third party management.
  3. Ensure consistency of delivery approach with SL strategy.
  4. Manage Major Incidents or client alerts. 
  5. Develop and maintain SIPorSQP.
  6. Be responsible for transitiontorun signoff.
  7. Drive the identification and achievement of operational cost and efficiency savings.
  8. Promote new service propositions to improve or extend the services to the client.
  9. Be responsible for ensuring that the most appropriate operational controls are in place for services that are delivered to the client reduce riskorMI.
  10. Be consulted regarding contract documents maintenance.
  11. Review and update SLA:
  12. Conduct impact assessment of contract changes on service provision.
  13. Ensure productivity and cost efficiency savings are achieved.
  14. Prepare content and costing of SLA work ordersorchanges quotes.
  15. Be consulted on pricing during finalization of SLA work ordersorchanges quotes.
  16. Ensure correct and appropriate forecasting and charging of the services work units to the account:
  17. Maintain unit costing volume, ensuring it contains accurate forecasting and charging data work unitsorservice requestsorchanges.

Required skills

  1. Good understanding of WPS tools and processes 
  2. Experience in atleast one of the Workplace Services technologies apart from Remote Desktop Support Application Packaging, Deployment Or SOE
  3. Lean, SixSigma 
  4. Excellent communication skills
  5. Experience of working within a WPS discipline
  6. Analytical thinking
  7. Conscientious and self motivated
  8. Ability to work well under pressure
  9. A teamplayer, able to achieve individual targets
  10. Customer focused, service orientated approach
  11. Proven organisational and time management skills
  12. Able to follow bestpractice processes



Posted on:

July 6, 2018

Experience level:

Experienced (non-manager)

Education level:

Bachelor's degree or equivalent

Contract type:





Infrastructure Services


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