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Service Delivery Relationship Manager

Job Industry:

IT Internet and Technology - Other

Job Location:


Job Description:

RecruitGibraltar are currently recruiting for a Service Delivery Relationship Manager to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Service Delivery Relationship Manager role?

The company have created a new role for a Service Delivery Relationship Manager to work under the Head of Service Management in a in a newly created team.
The Service Delivery Relationship Manager is responsible for developing and maintaining/managing the operational service relationships of the key Partners & Suppliers (both external and within the wider Technology Function) alongside working with different product units within the company’s business on behalf of the Service Quality Team.
The role owner will work closely with the respective business areas and take input from the wider Service Quality Teams to both own the operational review of services delivered and identify how the level of Service offered by both key Strategic Partners/Suppliers and the wider Technology Team can be enhanced, which will provide input to drive service improvement actions and plans.
The role owner will demonstrate strong relationship management skills by playing an important role in assessing the operational capability and delivery of IT services provided to the business. This will lead to developing a broad understanding of both the IT Services offered and the business units’ needs in respect of these services.
The role owner will oversee the ongoing management, maintenance and enhancement of the service operational capability within these Teams, and identify areas of opportunity to maximise benefit and execution of services provided under contract.
The role is instrumental in demonstrating the effective management of all Technology Partners & Suppliers (internal and external Engineering Teams) is being governed from a quality of service and operational perspective whilst underpinning contractual commitments.

What will you do as a Service Relationship Manager?

The Service Relationship Manager works within the Technology – Service Quality Function and will report to the Head of Service Management.
• The role will engage with business teams to fully understand the drivers and services provided from both external partners and the internal Technology function.
• The role will gain an understanding of operational service quality concerns within the business, and look to identify opportunities for continuous improvement initiatives through operational execution alongside maintaining or improving service quality - acting as the primary service interface to Technology Partners.
• Working with the wider Service Quality function to define and own the Service Relationship Management Strategy to ensure the ongoing and effective operational management and enhancement of services provided under contractual obligations, for application across all partners and suppliers in line with agreed SLA’ and OLA’s.
• The role will closely liaise with internal Service Quality Teams and business units, to understand operational challenges and translate these into effective Improvement Plans managed by conducting regular formal Service Performance Reviews to enhance the delivery of services provided by relevant partners and teams.
• Identifies any gaps within existing SLM processes and underpinning contracts across key Partners/Suppliers obligations and works with the wider Service Management Team to address, in order to maximise the level of service offered to support business initiatives.
• Promote and embed the service catalogue, service management processes, tools, suppliers and standards within the target end user community.
• Ensure the service catalogue is understood and the services meet business requirements and updated in line with business changes from a service relationship perspective.

What do you know that makes you a great Service Delivery Relationship Manager?

• Technology related degree or higher Qualification
• ITIL/SLM or similar certified.
• Awareness of Agile Framework delivery & Methodologies.
• Worked in FTSE 100 organisation
• Previous experience of working within the Gaming sector (Digital online gaming and/or Retail sector) preferred, but not essential.
• Demonstrable experience of working in a Service/Supplier Relationship role suitable to a FTSE100 business.
• Good understanding of the ITIL Framework with experience in definition & management of SLM principles.
• Takes ownership, problem solves and demonstrates a high level of accountability.
• Relationship management skills
• Computer literate with experience in using ServiceNow ITSM Toolset
• Innovative in respect of Service Quality and ways in which it can be improved.
• Excellent communication, interpersonal, facilitation and presentation skills.
• Good people management
• Strong planning and organisational skills
• Ability to work independently or with a team and multi-task in a fast paced environment.
• Ability to work in a flexible and agile environment
• Ability to travel across all European locations.

Salary Up to £43,500 based on experience with bonus, an excellent relocation package and private healthcare.

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