IT Service Delivery Manager

IT Service Delivery Manager - Lewes, East Sussex / HYBRID working

Telent are now looking for an IT Service Delivery Manager to join the team due to an influx of work within the Network Services division. This is a fantastic opportunity to further your career within a Service Delivery led environment, working with a prestigious Emergency Services organisation.

Hybrid / Agile Approach - The successful IT Service Delivery Manager will operate in a hybrid fashion. You will be required to travel to various ADHOC site meetings across the Lewes / East Sussex region, travel to the Lewes office at least 1-2 days per month for workshops, and work from home - a full UK driving license and flexibility to travel is required.

At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work that we are passionate about. Learning fast, inspiring colleagues, and making the entire organisation run smoother and better. Join us and help keep the nations critical networks connected and protected 24/7.

The IT Service Deliver Manager (IT SDM) will support the Head of Client Delivery to manage the day-to-day delivery of our ITIL based IT Managed Service offerings to our customers in the Emergency Services industry. The IT SDM will act as the bridge between operational IT teams including 3rd party resource / suppliers and the customers' service delivery organisation.

The IT SDM will support our technical and service management delivery as well as acting as a point of contact for the customer supporting the Head of Client Delivery. They will be part of identifying service improvement initiatives and working with internal and external stakeholders to implement in the most cost-effective way sharing improvements with internal departments to promote good working practices and a consistent approach across the business.

IT Service Delivery Manager - What you'll do:

• Responsible for ITIL Service Management delivery and escalations
• Responsible for Service Level Management, ensuring that agreed SLA's and KPI's are adhered to and any failures appropriately investigated in real time
• Define, implement and maintain Service Delivery processes, procedures and documentation including Service Management Plans, SLAs and OLAs
• Responsible for Service Quality and conduct regular incident reviews for all incidents closed ensuring accurate data and any provide root cause of failure\mitigation reasons for any SLA's failures
• Managing customer SLA/KPI performance through MI reports where contractually appropriate
• Ensure service-related documentation is accurate, kept up-to-date at all times and follows the company's document control procedures
• Manage and maintain bespoke Customer Processes unique to their contracts
• Customer Satisfaction Management - maintain and improve
• Work with internal teams and customer to Identify and implement service improvement initiatives
• Work with IT Operations to support planned maintenance schedules and ensure they run on time,
• Manage and support the delivery of monthly performance reporting for customer review meetings.
• Management of a small IT engineering team
• Manage Problem Management process including customer reporting
• Liaison with IT Service Desk and Engineering teams to support the management of Incidents
• Support the management of Major Incidents process
• Maintain the Change Management process, manage the process for delivery of Requests for change ensuring they are correctly addressed, scheduled, authorised and implemented
• Manage the CMDB process to ensure customer assets are accurately captured and audited
• Supplier and vendor performance management
• Attend customer performance meetings where appropriate
• Ensure all QEHS risks are managed, and appropriate measures are in place to enable safe working practices.
  

IT Service Delivery Manager - Key requirements:

• Excellent verbal and written communications skills
• ITIL Foundation (desirable)
• Experience of working within a Managed Service IT service environment
• Ability to obtain SC Security Clearance (a minimum of 5 years of UK residency required)
• Understanding of IT systems e.g. Microsoft servers and client environments
• Working knowledge of IT infrastrcture and applications
• Managing and developing customer relationships
• Customer facing skills and ability to present to customers when required
• Coordinate small teams
• Proficient in Microsoft Office applications with a particular focus on MS Excel and MS Word
• ITIL Managing Professional / Practitioner
• QEHS / Contract Document writing skills (desirable)
• Experience using Remedy ITSM (desirable)
• Experience using a document management system (desirable)

Telent - What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• 26 days annual leave, plus public bank holidays, and the option to buy or sell days annually
• Company pension scheme
• Access to the Telent Flexible Benefits Portal
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
• Continuous development opportunities

We're passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.

Telent Core Values: Be Inclusive, Be Collaborative, Take Responsibility and Be Customer Focused.