Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Delivery Manager

Expired

Job Description:

The role has further responsibilities in quality by assuring and approving on-going changes to the systems infrastructure and services as well as owning and driving service policy, procedures and processes. The Service Delivery Manager works with the IT Support teams to ensure the delivery and continual improvement of end to end services in accordance with their Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Support Models.

In addition the role is responsible for ensuring that 3rd party suppliers deliver to SLAs and holds them to account in the event that performance does not meet expectations. The Service Delivery Manager is the primary Major Incident Manager and business interface for Major Incidents; responsible for managing P1's & P2's through to service restoration.

The Service Delivery Manager is responsible for the primary interface with the business for Major Incident Communications, Change scheduling and approvals and Service related escalations. Scope of role

Accountable for the delivery of the end-to-end IT Services, within their portfolio, provided by IT and its external Service delivery partners - advocates for IT interfacing with the Business for monthly service review meetings and primary escalation point for the business

Management of performance against agreed OLA's, SLA's and Key Performance Indicators (KPIs); agreeing service improvement plans, as required, with the service delivery partners and IT Support teams

Responsible for Continual Service Improvement Initiatives within Service Delivery Management disciplines and processes by identifying and leading initiatives to drive continuous improvement whilst protecting the integrity of existing services

Management of Major Incidents, P1 and P2's through to Service restoration and Incident resolution - covering an out of core hours rota 24 x 7

Accountable for all Major Incident communications into the business ensuring reports communicated in a language the business understands

Responsible for timely and accurate Management reporting on IT Services delivered.

Champions Service and Support in projects; developing a strong understanding of projects impacting their service area to ensure that new services are transitioned to live service with little or no disruption; chairing Service Acceptance Board (SAB) meetings and making the formal decision on Service go 'Live'

Actively support the identification of new and maintenance of existing Risks and Issues on the Service Availability Risk Register (SARR) along with risk mitigation and reduction strategies

Responsible for review and approval of changes, representing Service Delivery Management and the Business, at Change Advisory Board

Adopts a multi-skilled approach across IT Service Delivery Management, demonstrating flexibility to help alleviate potential single points of failure and supporting the wider Service Delivery Management Team when requested by the Lead; cross skilled in change and problem management

Completes ad hoc duties and tasks allocated through line management chain as required

Identifies and leads initiatives to drive continuous improvement whilst protecting the integrity of existing services

Major accountabilities of role (6-10 short statements) Approx % of time spent in role Management of Major Incidents, P1 and P2's through to Service restoration and Incident resolution - covering an out of core hours rota 24 x 7 25%

Management of performance against agreed OLA's, SLA's and KPIs (including internal service review meetings) 15%

Responsible for review and approval of changes, representing Service Delivery Management and the Business at the Change Advisory Board 10%

Works to improve the efficiency and effectiveness of end to end service management processes ensuring customer satisfaction and continual service improvement 10%

Production of accurate and timely MI to demonstrate delivery performance against SLAs/KPIs 5% Responsible for key Business stakeholder service review meetings and escalations 15%

Champions a multi-skilled approach completing ad hoc duties and tasks allocated through line management chain as required 5%

Champions Service Delivery and Support in projects; chairing SAB meetings and making the formal decision on Service go 'Live' 15% ?

Experience and capability requirements

ITIL Foundation Certification (V3 or 4)

Previous experience in technology/service delivery/management of IT Service

Strong leadership and people management skills;

Ability to use understanding of the different communication channels and formats to effectively engage with various audiences, adapting approaches where required

Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified

Service process management and improvement experience

Adept at coping in a technically complex and fast-changing environment

Ability to communicate and build relationships inside and outside the IT organisation

Comfortable challenging, convincing, and managing a mixture of various stakeholders

Work independently and be self-motivated and organised

Significant experience in IT Service management discipline(s).

Previous Service Level performance management and reporting experience

Service orientated driven individual who is committed to continual service improvement.

The individual must be comfortable with objectively challenging their peers, superiors and reports to ensure adherence to agreed quality standards (this equally applies to 3rd party suppliers).

Whilst robustness and integrity are important, the individual must also be pragmatic.

  • Job Type

    Permanent, Full Time

  • Work Authorisation

    No

  • Industry Sector Other