Senior IT Service Delivery Manager
Permanent
Leeds/ Hybrid Working
The Senior IT Service Delivery Manager is responsible for overseeing the delivery of IT services to the wider organisation. The primary role involves managing the day-to-day operations of IT service delivery - both in house delivery and services provided by third-party suppliers - ensuring that services are delivered efficiently, effectively, and according to agreed-upon service levels or key performance indicators (KPIs). This role is critical to ensuring the seamless operation, continuous improvement, and strategic alignment of IT services with business objectives
Service Delivery/Leadership
* Negotiating and defining SLAs and KPIs with clients or internal stakeholders, and ensuring that these are met or exceeded
* Overseeing and assurance of the operation of the Infrastructure & Operations team - which involves handling incident management, request fulfilment, change, problem & service transition management processes.
* Taking part on the Incident Manager rota
* Implement, own, mature and strive for excellence across all operational processes (ITIL aligned)
* Act as primary escalation point for business users and stakeholders for service issues
* Continuously monitor service performance and take corrective actions as necessary to maintain service quality
* Lead and manage relationships with third-party vendors and suppliers involved in delivering IT services.
* Manage the Service Desk: Ensure that the IT service desk is high-quality and meets service level agreement
* Manage the change and the change manager to foster
* Manage the IT Service Delivery framework, adhering to ITIL best practices and organizational standards.
* Prepare and present reports on service metrics, performance trends, and improvement initiatives.
* Facilitate regular meetings and discussions to ensure alignment and collaboration across teams.
* Understand business needs and priorities to align IT services with organizational goals.
* Setup and manage relationships with third-party service providers which could include outsourced services to ensure they are delivered in line with contracts and expectations.
* Negotiate contracts and service agreements to optimize value and ensure alignment with business needs.
* Drive the continuous improvement of IT services through the identification and implementation of best practices.
* Leverage data and feedback to identify opportunities for innovation and process enhancements
* Foster a positive work environment that encourages collaboration, innovation, and high performance