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Conchango (an EMC company) is one of the UK’s leading business and technology solution providers and the UK leader in Agile development using Scrum methodology. We are a Microsoft Gold partner in 7 competencies, and are the only UK independent consultancy to belong to Microsoft’s exclusive Partner Advisory Councils for four disciplines. We pride ourselves on our passion for delivery, for technology and for our people.

Our Technical Service Delivery team provides support and maintenance to clients across a broad spectrum of sites from commercial web sites for Virgin Atlantic Airways and Harrods to business intelligence solutions for Chevron and web sites for Equiniti and Barclays FirstPlus.

All new service contracts are covering the latest technologies and there is a big commitment to on-going training to keep abreast of technology advances. In 2007 we invested more that 15 days training for each analyst in MOSS, Commerce Server, Sitecore, MS portfolio basics, ITIL, consultancy skills, negotiation skills, and also supported individuals with certifications in their chosen development environments in J2EE, .NET and Business Intelligence.

Job Summary
The successful candidate will be based on client site in Crawley with weekly travel to Egham & is responsible for ensuring all contracted Support & Maintenance services are delivered. He/she will work alongside a Senior Service Delivery Manager to establish processes & define the service delivery requirements (incident management, call flows, process etc) to ensure delivery of support & maintenance services and communicate them to the client & the project teams.

Duties and Responsibilities

• The Service Delivery Manager is supporting lifecycle Support & Maintenance client services including applications development, enhancement & support.
• Services manages engagements & ensure services, which consist of application support and incremental development, are delivered in an effective manner;
• People responsible for staff management;
• Relationships form & grow sustainable relationships with clients by providing a high level of service & meeting their needs;
• Finances responsible for support & maintenance financial management;
• Delivery ensure all services deliver to contractual commitments;
• Compliance ensure services comply with internal Applications Management standards;
• Contact provide a single point of contact for IT Support & Maintenance service delivery.

• You will be working alongside a Senior SDM aswell as a Senior Account Manager.

Training

Conchango provides formal training for its consultants within a career development programme. Formal training is provided on a highly customised basis and the best trainers and thought leaders are bought in from around the world to provide the best training possible in their discipline. Courses are tailored heavily around project needs and an individual’s career plan. All consultants are provided with relevant training, which may be course-based, online, book based or workshop based depending on an individual consultant’s preferred learning mode. This includes Microsoft Certification, Sun Certification, ISEB, ITIL & PRINCE2 certification and any other technology-specific training required.
Certain foundational training is required for all consultants. Conchango has 4 internal courses which all consultants will attend at some point which include Consultancy Skills training course, Sales & Negotiations workshops, Agile training including Agile sessions hosted by Mike Cohn (one of the founders of Agile) leading to Scrum Master Certification for all senior consultants.
Conchango invest heavily in the learning and development of all consultants and this is an area which has grown substantially each year and we were nominated by Oracle recently for our Learning & Development efforts.

We have an envious array of benefits, which include:
Contributory Pension, BUPA Health, BUPA Dental, UNUM Life Assurance, UNUM Dependents Life Assurance, Critical Illness Cover, Income Protection, Holiday entitlement of 24 days (rising to 28 with service), Travel Insurance for both business and personal use, Company Physio, Independent Financial Advisor, Employee Assistance Programme and Give as your Earn (charity contribution scheme).

We also regularly hold a number of events (work & social) including community days (every 6 weeks), User Groups, Conferences, Family Days, Summer & Winter company days, User Groups, Conferences, a Christmas Party and Company Cricket, Table Football and Wii tournaments

Want to know more?
http://blogs.conchango.com
http://www.scrumforteamsystem.com
http://www.scrum-master.com
http://www.conchango.com

Interested?
Send your cv to ukrecruitment@conchango.com

Candidate Requirements

Technical/ business skills

• Good understanding or experience of e-commerce applications;
• Solid understanding of application development processes through to implementation;
• Experience of complex, highly visible application support and delivery environments and responsible for business critical services;
• Strong background in IT Operations at a mid to senior level;
• Reasonable technical knowledge of J2EE technologies, web development and accessibility issues;
• Experience of IT outsourcing or offshore development;
• Able to step back from the detail of the service and maintain an overall view, without losing sight of objectives;
• Able to pre-empt problems before they arise;
• Focused on delivering a high quality service to clients;

• Knowledge of ITIL Service Delivery practices or ITIL certification.

Interpersonal skills
• High standard of oral communication to facilitate meetings and retain control of sensitive situations;
• High standard of written communication to document support cost estimates and Service Definitions concisely;

• Proactive communication skills to advise the relevant client and Conchango staff on all matters that could have an effect on the operations of the business.

Management competencies

• Experience of working with multidisciplinary teams, ability to integrate and work as part of the client’s team, and to support diverse teams;
• Ability to motivate teams for the delivery to client requirements and standards;
• Lateral thinking and ability to identify and drive process improvements through increased efficiencies;
• Ability to coordinate meetings with diverse teams and retain control where disagreements arise between parties;
• Attend and contribute to regular departmental and team meetings;
• Plan activities required for resolving project and people tasks;
• Exposure to contract management experience;
• Strong working knowledge of SLA’s, including their creation, concepts and management;

• Operate independently without supervision or feedback.

Business and industry expertise
• Significant experience in a position managing or co-ordinating staff resources, e.g. team leader, project manager, or change manager;
• Ability to proactively identify and anticipate new and future client needs;

• Extensive relevant experience in an IT service delivery environment.

Required Competencies

• Passion for technology
• Excellent Leadership and management skills
• Takes ownership and responsibility
• Works well within a team or individually
• Highly self motivated
• Articulate technical and non technical communicator
• Excellent investigative and problem solving abilities
• Professional Development approach
• Ability to apply commercial awareness to development

• Eye for detail and quality

Instructions for applicants
Please E-Mail a current CV to ukrecruitment@conchango.com
Sam Mullaly (Internal Recruitment Coordinator) – 0207 261 4436