Senior Service Delivery Manager

<p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> </strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p> <p><strong><span>Presidio, Where Teamwork and Innovation Shape the Future</span></strong><span> <br/></span><span>At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights. </span></p> <p><strong><span>The Role<br/></span></strong></p> <p>Presidio wishes to recruit an experienced Service Delivery Manager. This role will ensure a high standard of technical excellence in all aspects of service delivery for Presidio  customers across our managed services customer base. Key to this role is to drive a highly available and highly secure Service and to ensure all aspects of the delivery of our Services are in line with agreed SLA’s and KPI’s, the Service Management Office standard and customer expectations.</p> <p><strong><span>Responsibilities include:</span></strong></p> <p>Client Service Delivery</p> <ul> <li>Work with all technical departments to ensure delivery of managed services as appropriate, in line with agreed processes and SLA’s</li> <li>Be the main point of contact for the day-to-day SLA management of all Service Delivery matters</li> <li>Escalate significant issues to the senior management Team as appropriate with potential courses of resolution on an as needs basis</li> <li>Build, Develop and maintain lasting client relationships</li> <li>Ensure the highest standards of change-control to ensure zero-impact on clients’ business continuity</li> <li>Identify opportunities for development within the Client environment</li> </ul> <p> </p> <p>Strategic Advisory</p> <ul> <li>Communicate effectively with clients to identify the future needs of the Service</li> <li>Provide support and advice on specific technology used within the Managed Services</li> <li>Present on the Scheduled health check and work with the Client and internal teams in managing the remediation program</li> </ul> <p> </p> <p>Governance and Assurance</p> <ul> <li>Provide scheduled reports on the SLAs and the service KPIs to the customer</li> <li>Meet with customer to discuss the level of Service and present the Service Management reports</li> <li>Develop and maintain the Service Improvement plan where appropriate</li> <li>Ensure best practice is put in place for documentation</li> <li>Ensure our processes are being followed in line with ITIL and our compliance standards</li> <li>Be Responsible for ensuring compliance with all ISMS policies and Procedures with Presidio EU and support the ISMS continuous improvement process</li> </ul> <p> </p> <p>Internal Management Service improvement and Development and Delivery</p> <ul> <li>Serve as the Internal customer expert representative across the business and to clients</li> <li>Work closely with all service delivery staff to ensure that all clients are being serviced to agreed SLAs</li> <li>Manage the P and L for our enterprise clients</li> <li>Provide regular progress reports to Senior management</li> </ul> <p> </p> <p>Security</p> <ul> <li>Understand the customers Security posture and work with the Internal Teams to drive improvements in the Posture</li> <li>Escalate any cyber security incidents as required</li> <li>Present on the Cyber security roadmap</li> <li>Work with the Security Assurance Team to provide and present on security compliant reports</li> </ul> <p>    </p> <p>Leadership/ Teamwork</p> <ul> <li>Dotted line management of the onsite teams, working with them to plan and prioritise workloads</li> <li>Play a Leadership role for our clients and develop and foster teamwork amongst the individuals and teams supporting the clients</li> </ul> <p><strong><span>Required Skills and Professional Experienc<span>e</span></span></strong></p> <ul> <li>This role will require the development of an in depth knowledge on the use of the various technology platforms used in the delivery of Presidio EU Services includi