Service Delivery Manager – Large migration projects and new supplier contracts – Leeds REF 757
Leeds - State of the art offices with free parking!
* + 10% bonus
* Gym on site
* Picnic area
* Local world deli’s for lunch
* Break out areas
* Strong career path within a company that invests in I.T/Development of technology operations
* Flexible benefits that you can cash for salary
* Cycle to Work
* Excellent coaching and training
Job Description
IT Service Management owns the delivery of IT consumer services and is responsible for ensuring the delivery and fulfillment of IT Services within the existing IT service framework. Under the direction of the Lead Service Delivery Manager, the Service Delivery Manager will be responsible for the delivery of IT services to our user community.
The SDM will consult with direct team members from internal and external sources aligned to the delivery of IT services.
MAIN PURPOSE OF JOB:
IT Service Management owns the delivery of IT consumer services and is responsible for ensuring the delivery and fulfillment of IT Services within the existing IT service framework. Under the direction of the Lead Service Delivery Manager, the Service Delivery Manager will be responsible for the delivery of IT services to our user community.
The SDM will consult with direct team members from internal and external sources aligned to the delivery of IT services.
Responsibilities
* Co-ordinate delivery teams, design and deliver new service introductions.
* Build personal relationships with key members of staff across the business.
* Monitor overall performance of services.
* Collaborate with senior management on Risk and incident management processes.
* Communicate across organizational boundaries – from engineers through to senior managers.
* 3rd party management responsibilities in accordance with current IT contracts.
* Introduce monitoring and controls to accurately measure Service quality.
* Be accountable for the quality and performance of the Service.
* Be accountable for the Incident, Escalation processes for Service Delivery.
* Take ownership of major incidents to ensure coordination of resolving parties.
* Represent the Service in the change management / project management process.
* Drive internal and third-party service review meetings.
* Follow agreed Live Services architectures, processes, and standards.
* Act as escalation path for major and critical incidents.
* Direct and coordinate the Major Incident process.
* Monitor and manage escalating or potential service disrupting incidents.
* Ensure accurate timely communications with key stakeholders.
* Ensure 3rd party suppliers fulfill their contractual obligations.
* Plan, execute, document and track follow-up activities relating to Major Incidents.
* Monitor performance of the end-to-end Incident management process.
* Provide education, guidance, support for Incident management processes.
* Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies.
* Ensure responsible IT managers and impacted business leads are informed of incidents.
* Ensure technical teams are contributing to service processes.
* Communicate and enforce standards.
* Perform service reviews across internal and external service providers.
* Conduct effective communication channels between suppliers and customers.
* Promote and deliver high-quality services to customers.
* Seek opportunities to increase customer satisfaction.
* Operate at company and group level, providing consultancy and direction.
Leadership
* Challenge others to develop as leaders while serving as a role model.
* Inspire co-workers to attain goals and pursue excellence.
* Identify opportunities for improvement and make constructive suggestions.
* Manage the process of innovative change effectively.
* Remain on the forefront of emerging industry practices.
* Facilitate effective team interaction across support teams.
* Acknowledge and appreciate each team member’s contributions.
* Track lessons learned and share those lessons with team members.
* Conduct effective service evaluations and mentor internal technical teams.
* Participate in personal development opportunities.
* Suggest areas for improvement in internal processes.
* Lead resolver teams through effective incident management.
* Review departmental KPI reports and address issues.
* Comply with and help enforce standard policies and procedures.
* Identify areas for improvement in external supplier delivery.
* Review delivery reports of external team members and address issues.
* Communicate effectively across all channels with user groups.
EXPERIENCE REQUIREMENTS & SKILLS:
* Significant experience of leading and managing technical teams.
* Good verbal and written communication skills.
* Strong interpersonal skills to communicate effectively with stakeholders.
* Diverse technical background with an ability to understand incidents in business terms.
* Excellent influencing and persuasion skills.
* Good understanding of SLAs within incident management.
* Excellent analytical skills with attention to detail.
* Ability to chair meetings involving multi-technology and 3rd parties.
* Self-motivated.
* Ability to influence progress on incidents.
* Good working experience on MS Office tools.
* Knowledge of ITIL processes (especially Service Operation & Transition).
* Ensure customer business interests are maintained.
* Strong analytical and problem-solving skills.
Qualifications and Education Requirements
* Higher Education qualification in IT and/or Management.
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