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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Service Delivery and Service Management, with a strong understanding of ITIL principles and experience in managing SLAs and KPIs. Capable of producing performance reports and enhancing customer experience through effective communication and stakeholder engagement.
Highest-signal resume keywords
Service DeliveryService ManagementITIL PrinciplesSLA ManagementKPI Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Level AgreementsKey Performance IndicatorsIncident ManagementProblem ManagementChange ManagementPerformance ReportingOperational ProcessesService TransitionService ImprovementTechnical Support
Soft Skills
Strong CommunicationInterpersonal SkillsOrganizational SkillsAttention to DetailProactive Problem Solving
Certifications & Qualifications
SC Eligible
Industry Keywords
Service Delivery FunctionCustomer Service ExperienceStakeholder EngagementOperational ChangeBusiness Processes
About the role
Key responsibilities & impact- Support delivery of IT and business services to agreed service levels
- Monitor and report on SLAs and KPIs
- Assist with coordinating incident, problem and change management activities
- Support service review and governance meetings
- Produce service reports and performance updates for stakeholders
- Communicate with clients, delivery teams and internal stakeholders
- Escalate issues and risks where appropriate
- Identify opportunities for service improvements
- Support service transition and operational change activities
- Build positive working relationships with stakeholders and delivery teams
- Contribute to initiatives improving customer experience and service performance
Requirements
What you’ll need- Approximately 18 months to 2 years of experience in Service Delivery, Service Management, Operations, PMO, Technical Support or similar environments
- Strong communication and interpersonal skills
- Excellent organisation and attention to detail
- Customer-facing or customer service experience
- Ability to manage multiple tasks and priorities
- Proactive approach to problem solving
- Strong willingness to learn and develop
- Comfortable working with a range of stakeholders
- Ability to work independently and as part of a team
- Understanding of Service Management or Service Delivery concepts
- Experience producing reports or analysing performance data
- Experience supporting operational or business processes
- Awareness of ITIL principles
- Experience working with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Exposure to incident, problem or change management processes
- Experience supporting technology, operational or managed services environments
- Experience working within a structured service delivery function
- Must be SC Eligible
- Minimum of five years' UK residency
- No absences exceeding 30 consecutive days outside the UK during that period
- Based in Newcastle or within a one-hour commute, or willing to relocate
- Willing to work in the office three days per week
Benefits
Comp & perks- Pathway to a potential permanent role with our client after 18 months
- A supportive environment focused on your development
- Exposure to real projects and programmes
- Relocation support with budget provided
- Ongoing mentoring and guidance from experienced professionals
- Training and development opportunities
- Career growth and progression into more senior roles
- Collaborative culture and knowledge sharing
- Competitive salary and benefits package