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IT Service Delivery Manager
March 24, 2023 | Comments Off on IT Service Delivery Manager
You will be responsible for ensuring the regional service delivery teams engage fully with their local user base building relationships with key stakeholders along with maintaining a high level of technology support when required. SLA management, communication and building strong relationships is a key requirement to this role and will be the main driver to ensuring success. You will work with not only the internal Technology team but importantly with key stakeholders and end users within the business to delivery an efficient and expected level of service at all times whilst always seeking continuous improvement opportunities.
This role will also work closely with external support partners to ensure there is a key technical link from the business to these partners to ensure service levels are maintained managed effectively to the highest level. The Service Delivery Manager will most likely have come from a strong background of service management and be able to demonstrate abilities required to succeed in this role
Key Responsibilities:
- Responsible for the quality and performance of services delivered by IT to each business unit within the organisation.
- Ensures IT delivers against agreed commitments, maintain high standards and ensure services are cost effective.
- Constantly review operational/service performance, taking the lead in 'service' related problems/issues and interfacing with the business and IT teams.
- Ensure that Problems and Incidents are managed effectively, and that SLAs are achieved.
- Proactively identify opportunities to enhance IT services, working closely with the business and the Technology team.
- Monitor the levels of service achieved, ensuring that detailed metrics and records are kept and that, where necessary, appropriate remedial action is initiated and followed through to conclusion.
- Identify opportunities arising from the resolution of problems, and resultant root cause analysis.
- Communicate and work with business colleagues on initiatives for service improvement.
- Ensure all parts of the business are engaged and informed of activities to enhance services provided.
- Negotiate with peers, specialists, other staff and suppliers in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services.
- Drive continual process improvements to achieve business goals and maximise customer service satisfaction.
- Ensure compliance with IT Policies, standards, and procedures as well as legal and regulatory requirements
Essential Skills required:
- Strong Service Management
- Strong communicator at all levels and essentially at a senior level.
- SLA Management
- Incident & Problem Management.
- Strong Vendor Management.
- Strong organisational skills; keep track of multiple, complex time-critical activities; attention to detail.
- The ability to work effectively with remote and virtual teams.
- The ability to work with technical and business stakeholders.
Specific Features of this position:
- Must have the flexibility to work in a dynamic company with a wide product range, and approach their work with enthusiasm and a positive attitude.
- Must be able to manage their own schedule workload.
- Must be prepared to visit any sites across the group for short periods at short notice which may include overnight stays.
The Group places the highest importance on sustained standards of excellence in all aspects of Health, Safety and Environmental management and you will be expected to contribute to the Company's zero harm culture.
A competitive remuneration package will be offered including car allowance, pension and life assurance.
Closing date: 8th April 2023
By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.