Venesky-Brown’s client, a public sector organisation in Glasgow, is currently looking to recruit a Service Delivery Manager for an initial 9-month contract with the potential to extend on a rate of £460/day (Outside IR35). This role will be a hybrid of working at home and in the office.
Responsibilities:
* Focus on improving end-user service.
* The Service Manager will also input heavily on the development and scoping of service management options for the phase three platform and ensure a smooth transition in due course.
* The Service Manager should have a sound knowledge of industry best practices in terms of service management, particularly with reference to the ITIL framework
* Provide assurance that the solution is logically and technically sound and that the requirements of the current contract, any future Invitations to tender, and subsequent commitments by suppliers are implemented to required quality.
* Lead the service management of the organisation’s project, in particular ensuring that the supplier’s service desk operates as contractually required and in line with documented project processes.
* Lead on release, incident and problem management in relation to technical development work and issues arising on the organisation’s platform.
* Oversee day-to-day management of the operational deliverables as per the ITIL framework and associated processes.
* Work with the Technical Product Owner to ensure that the organisation’s platform meets all digital services developed by other sectors and corporate services as required.
* Support the smooth transition from phase two to phase three services from the user perspective, advising on user needs and communications.
* Ensure that the platform supplier fully understands the project's KPIs and SLAs, that appropriate measurements are in place and that governance bodies are appropriately sighted on service performance through the provision of user-friendly reports.
* Be the subject matter expert for all aspects of holistic Service Management based on ITIL principles, sharing knowledge and best practices within the team. Act as Service Lead in project meetings as required.
* Ensure that key ITIL Service processes of Operation, Change, Release, Incident, Problem and continual Service Improvement are in place and implemented effectively to deliver project requirements.
* Lead monthly service reviews with the Supplier, measuring actual vs expected performance and escalating any impending or actual risks or issues through appropriate governance channels as they emerge.
* Manage the internal and shared Jira task management board to ensure the timely delivery of planned activities, escalation of blocked issues, and monitoring of progress against a wider project timeline.
* Support colleagues in broader aspects of project delivery.
If you would like to hear more about this opportunity please get in touch.