IT Service Delivery Manager

You’ll be managing a team of support engineers, working collaboratively with the rest of the IT team to ensure IT services are available within a controlled process driven environment

We want our colleagues to be at the heart of what we do. Working together with the shared goal of providing the best service for our customers is what drives the culture and mindset of the IT team.

We want you to be passionate about what you do and be proud to make a positive difference to the services we deliver.

Your main responsibilities will be:

Lead the IT Service Delivery team, ensuring all team members are appropriately trained to deliver the required technical support and customer service
Anticipate demand trends to allow appropriate responses to be in place and impacts to be understood abd responded to.
Monitor team effectiveness by gathering and evaluating call statistics, to ensure continuous improvement and adherence with internal performance metrics
Establish clear and concise communications channels with the user base to ensure users are kept informed and correct expectations are set
Identify and manage the delivery of IT services, including the creation and ownership of the IT Service Catalogue ensuring users can easily and effectively request the service that best meet their needs.
Be the process owner for: incident management, problem management, asset management, ‘Starters and Leavers’ and request management. Ensure all processes are documented, maintained, and adhered to.
Manage all software/licence volumes, including procurement from 3rd parties
Occasional on call/out of hour’s responsibilities
Ensure IT service continuity is in place for all critical services and is tested at least annually
Encourage Self Service adoption through end user initiatives (training, on site attendance etc) to reduce dependency on Service Delivery team for basic tasks.
Lead the Service Delivery team to align objectives with Business Objectives / Goals – Understand the needs of business functions and prioritise accordingly
Leverage the right tools to support effective and efficient operation of the support team, including (inter alia) service desk software, monitoring tools and knowledge base software
Ensure IT service continuity is in place for all critical services.
Create a culture of continuous improvements within the team, identifying opportunities to simplify, standardise and automate repetitive processes.

You’ll need to be:

A skilled Service Delivery Manager and with excellent people management skills
An advocate for delivering best in class IT service delivery
Excellent at successfully navigating difficult and or complex stakeholder relationships at all levels
Outcome focused without compromising process integrity and SLA’s.

What do I need to have?

ITIL certified and good working knowledge of associated processes
A proven experience of implementing and maturing key IT Service delivery processes
Previous experience in leading a customer focused IT Service delivery team
Successfully worked with 3rd party suppliers
A focus on people management, coaching and developing the team.

About Us:

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We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

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