IT Service Delivery Manager

Our Vision: Continue to be the leading UK mobile infrastructure services company.

Our Mission: To be famous for excellence in delivery, embracing transformation with our people and our customers at its heart.

We are at an exciting time in our company’s development. We've come a long way since we were first formed in 2012. From the rollout of new technologies and managing complex legislation affecting the industry, we are leading the conversation on innovation and developing sharper solutions to serve our customers better. We collaborate as a team to meet the high standards expected of us and demand the best of ourselves through our values.

About the Role

The IT Service Delivery Manager is responsible for ensuring IT Service Management processes are enforced and adhered too, including overseeing the daily delivery of service whether delivered internally or via a 3rd party.

The role holder will also act as Major IT Incident Manager and lead on resolving high profile issues, managing, and overseeing recovery actions and coordinating activity to ensure downtime is kept to a minimum.

The role also has operational responsibility for the Remedy Managed Service provided by the incumbent 3rd Party Supplier.

Responsibility for supporting project governance on behalf of IT Operations and overseeing project acceptance into service.

Key Responsibilities:

Ensuring that all ITIL best practice processes for internal services and 3rd party suppliers are implemented, relevant, and maintained:

• Incident Management – Incidents are managed effectively to ensure minimum service disruption.
• Problem management - Effective root cause analysis and identifying Problem Repetition Avoidance;(PRA) actions to avoid recurrence.
• Change Management - BAU and project changes thoroughly assessed via the CAB process for business impact and scheduling conflicts

Highlighting service trends and identifying problems:

• Producing Management information to analyse service trends and performance.
• Presenting findings to IT Management Team
• Highlighting areas of improvement
• Analysing service incidents and identifying common problems
• Working with the IT teams to address problems

Ensuring that 3rd Party provided services are delivered in line with agreed SLA’s:

• Responsible for ensuring the Remedy Managed Service is delivered in line with contracted obligations
• Responsible for assessing change requests in conjunction with the Business stakeholder to determine IT requirements.
• Responsible for engaging 3rd party services to ensure delivery of business change for IT.
• IT oversight of 3rd Party Suppliers to ensure the delivery of service complies with the contracted terms. (SLA’s)
• Chairing or representing IT at 3rd Party Supplier review meetings.
• Identify and explore opportunities for service and business improvement, generating continual service improvement (CSI) activities.

Acting as IT Operations Project Acceptance representative:

• Responsible for defining/agreeing appropriate operational acceptance criteria to enable the smooth transition of projects into live.
• Work closely with Project Managers to ensure acceptance criteria is met and/or highlights gaps to IT Management Team.
• Ensure appropriate process or service documentation is updated to reflect project demands;(SLA’s)

Reviewing service provision in conjunction with business stakeholders:

• Chair periodic service review meetings (SRM) with business stakeholders to review service provision.
• Produce appropriate Management Information
• Work with various IT teams to address service issues or actions arising from SRM’s

Knowledge, Skills and Experience

• Extensive experience of working within IT Service Management, either in Service Management or Service Delivery Roles
• Experience of managing internal and external stakeholders; monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement.
• Experience of managing the performance of information technology service providers:(IaaS/SaaS/PaaS)
• Operational knowledge of BmC Remedy Unified Service Management (HELIX/DWP)
• Bachelor’s Degree or equivalent.
• ITIL V3/V4 Foundation
• Advanced analytical skills that enable comprehension and resolution of complex business and technical issues
• Excellent communication and customer service skills.
• Strong operational process and procedure development
• Advanced commercial acumen and supplier management exposure

What we offer

• Competitive salary and an excellent bonus structure
• 30 days holiday
• Competitive pension scheme
• Hybrid working
• Life insurance
• Cycle to Work
• Retail Discount
• Competitive refer a friend scheme
• Private Healthcare Insurance

Our commitment to Equity, Diversity, and Inclusion (EDI) is fundamental to our success. We strive to cultivate an inclusive environment where every employee feels valued, respected, and empowered. By embracing unique perspectives and experiences, we drive innovation and drive our organisation forward, therefore, we recognise the importance of welcoming applications from candidates of all backgrounds.

We want to ensure everyone is able to present their best self throughout the recruitment process so if you require any adjustments, please let us know.

If this role is of interest to you and you would like to find out more, please do apply with an up to date version of your CV.