Salary: Negotiable - Whilst all salaries aregraded, Sembcorp are keen to attract, retain and develop the highestcalibre of colleague. The company also offer a market leading benefitspackage and annual bonus.
Position overview:
TheIT Service Delivery Manager will play a pivotal role in the deliveryof end user, infrastructure, telephony and networking services. Theywill sit on the Digital management team in the UK alongsidedevelopment, project and security managers. High availability, securenetworks and infrastructure are critical to the operation of the UKbusiness. Seamless end user experience and access to operational andother systems is key to the businesses delivery and profitability. Therole will cover off all infrastructure administration and theprovision of end user computing services and will manage a small ITsupport team (4 engineers) plus a team of infrastructure engineers (4engineers). Most employees are located at the Sembcorp Wilton Sitewith others operating remotely and from the Solihull office. End usersatisfaction will be key, and the manager will be focused on serviceimprovement. The team operates an out of hours rota for which thisrole is part of.
KEY ROLES ANDRESPONSIBILITIES:
Services Management:
* Maintain high performing service support.
* Supervise the Service Desk to ensure Ownership of the Incident,Request, Change and Escalation processes, ensuring high levels ofperformance in these processes, accurate reporting, meeting definedSLAs/KPIs (both within D&T and vendors) and establishing serviceimprovement activities when required.
* As owner of theescalation process the Service Delivery Manager will take ownership ofmajor incidents to ensure coordination of resolving parties, effectivecommunication to stakeholders and post incident review.
* Monitor, control and support service delivery; ensuring systems,methodologies and procedures are in place and followed.
* Champion Service and Support in projects and developing a strongunderstanding of projects impacting your service area and ensuringservice impact is minimized and agreed.
* Be accountable forthe quality of Service and performance; ensuring future demand fromgrowth and projects is understood and factored into capacity plans forall associated systems.
* Drive internal and third-partyservice review meetings covering performance, service improvements,quality and processes.
* Deliver excellent Presentation andAudio-Visual support, ensure meeting room technology is maintained tohigh standards and routinely checked to ensure high levels ofavailability.
* Enforce adoption of keyframework/policies/standards and ensure any findings from InternalAudit/Operational Audit, is at minimum rating of 3 (i.e. adequate).
* Responsible for managing local IT budget.
* Manageall aspects of local IT infrastructure team
Technical:
* Manage the UK infrastructure inline with the global standards for not only the end user computingenvironment ensuring that laptops, PC's and other access devices arebuilt and maintained to high standards of performance and security,working with the Security Manager to implement a secure resilientplatform of Server, Storage LAN/WAN networking technology.
* Ensure all endpoints have all required security agents deployed, thiswill include IT/OT Firewalls, Switching, servers, end user computing.
* Ensure that patching and anti-virus updates are carried outpromptly and effectively.
* Work with the group architecture,infrastructure, network and security teams to evolve standards forhardware, software and security.
Performance & Quality:
* Make recommendationsfor Service Improvement and ensure actions are followed through tocompletion in a timely manner.
* Work with internal andthird-party teams to ensure actions are taken and completed to protectand improve services.
* Provide regular and accuratemanagement reporting on IT Service performance.
* Effectivelydelivermanage Staff Management including recruitment, mentoring,training, target setting and performance assessment.
* Be anambassador for IT, working across the business to provide effectivecommunication on IT matters and build relationships with other teamsto ensure effective dialogue between departments.
Qualification, Skills and Experience:
* Excellent working knowledge of key technology base, Azure, Fortinet,Cisco, End User computing.
* Several years of running highperforming teams.
* Computing or other related degree.
* CCNA or other networking qualifications.
* MCSE andfurther Microsoft qualifications.
* ITIL Service managementqualifications
* A full driving license is required.
For more information on this opportunity pleasecontact at retained recruitment partner Adam Pearson at ImperialRecruitment Group
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