Service Delivery Manager – LEEDS – PROFSERV – STRUCTURED CAREER PATH – DEER
THE ROLE
This Professional Services client requires a Service Delivery Manager to manage a small team of technicians and third parties to provide help desk, desk-side support, incident management, and service restoration activities, to ensure the ongoing provision of critical services to internal colleagues, clients, and customers. The post is responsible for circa 2 permanent IT technicians, and matrix management of other permanent and third party staff.
The position covers three core areas of responsibility which include:
1. Strategic
1. Understand the services provided by the company to clients and customers, and drive a proactive, innovative and “can do” approach within the team to support the business in delivering those services.
2. Identify appropriate and effective process changes, methodologies, skills, and tools to help the team deliver more effectively.
3. Attend key internal and external meetings to represent the team and business.
2. Leadership
1. Set objectives for, support, and manage performance of team members in line with the company’s performance review process.
2. Promote and maintain effective relationships throughout the business.
3. Motivate and develop staff in order to maximise their contribution to the business.
3. Service
1. Work with the IT Development team and the rest of the IT Operations team to understand upcoming work due to be deployed into the Production environment, and coordinating the necessary work required to ensure it can be supported once live.
2. Manage key incidents, coordinating initial diagnosis, temporary fixes/workarounds to restore service, and permanent fixes across all parties (own team, other IT teams, business teams, and third party suppliers), and ensuring key stakeholders are regularly informed of status.
3. Maintain an “on call support” rota for the team, and other key individuals who act as resolvers, ensuring that appropriate cover is provided at all times and across all sites.
4. Own the Root Cause Analysis process, investigating all critical issues, identifying key recommendations, and tracking agreed changes through to delivery.
5. Manage all incoming service requests, scheduling work to deliver against timescales, and set expectations with requestors, keeping them informed of progress.
6. Define, implement, and manage an ongoing change release process to ensure that all system changes are fully understood and approved by all potentially impacted parties prior to deployment into a production environment.
7. Produce key service metrics that demonstrate critical service activities and adherence to SLAs.
8. Identify and deliver controls/alerts to provide early warning of issues before they become incidents.
9. Manage key suppliers, monitor quality of their deliverables, and deliver change through them.
10. Ensure that team members and requestors follow the agreed service request and incident reporting procedures.
Person specification
1. Highly motivated, proactive, with a “can do” attitude.
2. Able to react swiftly to issues as they arise, as well as proactively improve services.
3. Service focused, able to understand what is important to customers, clients, and internal colleagues.
4. Can switch focus quickly, and juggle priorities as and when the need arises.
5. Logical and analytical, able to recognise discrepancies and identify appropriate responses.
6. Unfazed by obstacles and issues; remains focused to deliver whilst under pressure and despite setbacks.
7. Good communication skills, both written and verbal, and able to communicate with both technical and non-technical audiences at all levels.
Technical skills & QUALIFICATIONS
1. Successfully managed and led permanent and/or third party staff.
2. Service-led background, within a technical department.
3. Broad understanding of data, systems architectures, and infrastructures.
4. ITIL 2007/2011 certification to Foundation level.
5. An understanding of debt collection, secured legal, and unsecured legal processes.
6. Exposure to Six sigma and / or Lean methodologies.
7. ITIL 2007/2011 certification to Intermediate level, or above.
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