Information Technology Service Delivery Manager
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 assuring the operation of the Infrastructure & Operations team, which involves handling incident management, request fulfilment, change, problem & service transition management processes.
* Taking part in 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 to ensure that it is high-quality and meets service level agreements.
* Manage the change and the change manager to foster effective change management.
* 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 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Insurance
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