Security Service Delivery Manager
Technical Consultancy, Berkshire
Security Service Delivery Manager
Technical Consultancy, Berkshire

You will be joining this rapidly growing service line responsible for all Managed Service contracts to all of our customers across all sectors. We cover Service Operations and Service Desk, AMO, Cloud technology, End User Compute and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, Cloud, service desk, EUC tools and technologies.  

We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit.

About you:

As the Security SDM you will own the management and delivery of the service to the customer to the specified SLA’s; whilst ensuring customer satisfaction and service is delivered to Contract as well as drive continuous improvement and innovation and ensure that the company receives value for money for all expenditure on hardware, software and services.
This will require you to manage an internal matrix teams and 3rd party relationships.

Key Responsibilities

  1. Provide Service Delivery Management across a number of key accounts, ensuring delivery of a range of security services
  2. Support with the definition of delivery documentation and process and provide senior support / mentor members of the delivery team in entry level delivery roles.
  3. Provide cover and act as the DOA for the Head of Security Delivery as required

What to expect:

As the Security SDM you will own the management and delivery of the service to the customer to the specified SLA’s; whilst ensuring customer satisfaction and service is delivered to Contract as well as drive continuous improvement and innovation and ensure that the company receives value for money for all expenditure on hardware, software and services.
This will require you to manage an internal matrix teams and 3rd party relationships.

Key Responsibilities

  1. Provide Service Delivery Management across a number of key accounts, ensuring delivery of a range of security services
  2. Support with the definition of delivery documentation and process and provide senior support / mentor members of the delivery team in entry level delivery roles.
  3. Provide cover and act as the DOA for the Head of Security Delivery as required

Additionally

  • As a seasoned ITIL aligned Service Delivery Manager, you will have experience of owning both the management and delivery of services to customers in adherence with specified SLA’s; whilst ensuring customer satisfaction and the service is delivered in line with the agreed contractual terms, as well as driving continuous improvement and innovation.
  • Highly driven and able to operate independently, your priority will always be customer experience, garnering and maintaining key relationships and ensuring smooth running of service.
  • You’re able to work well under pressure, in particular positively managing any service impacting events, handling communications and organising relevant teams and driving any incidents to closure
  • Experience within ITIL environments and Managed Security Services is highly desirable
  • Take overall responsibility for Customer Service, Service Delivery and Service Reporting for key Customer accounts.
  • Manage customer projects, roll out plans, project documentation and project delivery requirements.
  • Employ effective management skills to ensure customer requirements are managed efficiently, KPI's are reported, and SLAs are achieved.
  • Define and deploy service improvement actions.
  • Develop customer focus & structure within the Service delivery team.
  • Liaise with internal departments to resolve customer issues and ensure the customer experience is positive at all parts of the service.

What's important?:

  • ITIL v3 Foundation (Minimum)
  • At least 12-15 years in an service delivery role, with at least 6-8 years delivering complex managed services
  • Excellent written and verbal communication skills
  • Qualified to degree level or higher
  • Ability to tailor the message to suit the audience; i.e. able to communicate with senior managers at a 36,000 feet level but also able to understand the basic mechanics of the services and be able to communicate with technical resources
  • Good understanding of and experience delivering complex security managed services is highly desirable
  • Prior experience of working in a multi-vendor environment is extremely desirable
  • Ability to demonstrate tangible continuous improvement that has been implemented
  • Must be an excellent team player
  • Excellent documentation, process writing and presentation abilities are mandatory
  • Highly committed, motivated and self starter – must be able to give himself/herself directions rather than waiting for a steer from above
  • Ability to work with a diverse group of operational and technical resources – must be able to demonstrate experience with managing conflicts both internal and with clients
  • Upsell and Cross-Sell abilities highly desirable

Back to search Email to a friend Apply now

Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

Location
Berkshire

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Simon Williams, CEO, NTT DATA UK

NTT DATA
#loveyourwork
Apply
Jobs at NTT DATA

Browse all