IT Service Delivery Manager

The IT Service Delivery team are responsible for managing the relationships with both internal and external customers for all IT Operational Services and specifically:  

• Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
• Ensure maximum consistency and efficiency across our service delivery functions.
• Support all IT technology teams for Incident management first, second and third line.
• Manage third party suppliers to ensure measurable quality, value and customer satisfaction in line with contractual support & maintenance agreements.
• Engage with and manage appropriately the relationships, processes and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.
• ISO/IEC 20000 standard requirements:
• Establish and document the SMS framework in line with ISO20000 requirements.
• Define scope, governance, and management responsibilities.

This is a challenging role requiring Broad IT technical aptitude and knowledge, business analysis skills and good communication across all levels of the business.

Expected Knowledge:

1

Strong working knowledge of ITIL practices in relation to incident management, request management, problem management, change control and continual service improvement

2

Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships

3

Thorough understanding of business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet business requirements

4

ITIL V4 qualifications

Skills:

• Strong customer and business focus
  • Broad IT Technical Aptitude and Knowledge
  • Strong business analysis & process mapping
  • Strong communicator at all levels
  • Takes ownership for delivering on promises
  • Takes a flexible approach to their work, and will go the extra mile as required
  • Keeps abreast of what is happening in their own area
  • Reviews own work methods with a view to improving
  • Results focussed – able to determine the priorities and to deliver on them under pressure.