SERVICE DELIVERY MANAGER

We have a fantastic new opportunity available as Service Delivery Manager - working for a highly reputable consumer driven company - frequently rated in The Times' top employer lists.

This is a newly created role, to build on established IT functions and improve process and capability within the business.

You will have responsibility across the group - which is split across sites in the UK and the US.

Job Purpose

• Manage high performing service delivery functions including IT Help Desk, and Application Support teams across all locations. Will directly support business growth through creating a scalable IT Service Delivery capability across multiple time zones.
• Willing to travel to the US as required
• Part of the technology management on-call rota for the co-ordination of major incident response outside of office hours.

Responsibilities

• Lead the IT and application support functions across all locations.
• Manage team rotas to ensure consistent support coverage to the business across all locations.
• Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
• Work closely with the Infrastructure and Development teams on problem management.
• Owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
• Co-design internal SLAs and KPI's along with peers in IT and business representatives.
• Monitor and audit service delivery; ensuring processes are in place and followed.
• Arrange service review meetings with representatives from internal business units.
• Act as the business owner for the Service Management Platform, which is used across business units.
• Work closely with the operations and facilities management team to co-ordinate office moves and changes.
• Contribute to IT budget and resource planning.
• Contribute to the long-term IT roadmap and strategy.
• Support the Business Improvement Team in identifying and co-ordinating inbound business demand for new solutions.

Person Specification

• Experience of managing multi-site IT or application support teams.
• Experience of IT asset and licence management.
• Experience of creating and managing an IT Service Catalogue.
• Able to coach and develop team members in implementing service management standards and processes.
• Builds and maintains strong stakeholder relationships.

Competencies

Essential:

• 5+ years' experience of managing IT Service Delivery teams within environments of 1000+ users.
• ITIL Certificate in Managing Across the Lifecycle or equivalent level
• Maintain hands-on level knowledge of IT systems and infrastructure

Desirable:

• Prince2 or PMP Project Management Experience
• Experience of Service Management Platforms.

Project People is acting as an Employment Agency in relation to this vacancy.