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Senior Information Technology Manager - Zentia - UK
The IT Service Delivery Lead will be responsible for supporting the delivery of IT services across the business, ensuring the effective management of the entire IT landscape. This includes overseeing the IT service catalogue, managing IT vendors, and working closely with external providers to ensure SLAs, performance monitoring, change management, and problem resolution are effectively handled. Acting as the key escalation point between IT and the business, this role will be instrumental in maintaining a seamless integration of IT services and driving continuous improvement.
A key aspect of the role will be managing the scope, timeline, and delivery of IT projects and programmes, utilising a mix of project management methodologies (Agile, Waterfall, Hybrid) to ensure successful planning and execution.
Additionally, the IT Service Delivery Lead will play a vital role in delivering new IT services that enhance business-wide systems, applications, and processes, including critical platforms such as SAP ERP. By working closely with internal teams and external partners, the role will ensure that IT services align with business needs, drive operational efficiency, and support the organisation’s strategic goals.
Key Accountabilities
1. Support the Senior IT Manager with Incident, Problem, Change and Release management.
2. Manage the day-to-day aspects of the service ensuring contractual obligations are met.
3. Tracking project processes, deliverables, and financials.
4. Work within the agreed Service Desk SLAs, and be proactive in managing trends, risk, and issues to the external Service Delivery Manager.
5. Act as the primary contact for the customer for escalated issues, analysing all data and producing customer reports.
6. Management of licensing suites, i.e., AutoDesk, Adobe, Office 365, etc.
7. Co-ordinate and execution of monthly, quarterly, and annual service management review meetings.
8. Support business functions implement changes efficiently and effectively.
9. Documentation of service/procedures and communication to other departments is paramount.
10. Planning and organizing demos and product/system testing.
11. Aid in designing new IT solutions, modify, enhance, or adapt existing systems and integrate new features or improvements.
12. Support the Senior IT manager in new IT deployments, from process design; configuration; testing to go live and ongoing support.
13. Work closely with the Senior IT Manager to ensure technical innovation can be delivered in line with the Enterprise Architecture roadmap.
14. Support the Senior IT Manager to ensure that the innovations adhere to the principles of the IT Strategy and ensure a suitable business case is prepared where appropriate.
15. Work with 3rd party vendors to ensure when required change management is effectively used to rollout technical innovations.
16. Documentation of the technical innovation new business processes and development and rollout of end user procedures.
17. Support onsite IT requirements such as laptop builds, Hardware roll out and any other task that is required to ensure IT Service is a leading example of the Zentia Values.
Essential Qualifications & Training
1. Educated to degree level, preferably in relevant discipline or experience demonstrating this level of ability.
2. Minimum of 5 years’ experience of IT service delivery.
3. Experience of working with third party suppliers, and of a managed outsource agreement.
4. ITIL V3/4 Foundation certification is minimal.
5. A good understanding of cyber security and data protection measures.
Knowledge, Abilities, Skills & Experience
1. Proven ability to achieve excellent delivery from third party suppliers.
2. Effective verbal and communication skills.
3. Self-motivated and dynamic with the skills to identify issues and implement prompt solutions.
4. Experience managing IT projects, from inception through to completion, ensuring they meet deadlines, budgets, and quality standards.
5. Excellent interpersonal skills with people at all levels, tact and diplomacy.
6. Experience using and administrating SAP ERP.
7. Experience with 365 apps e.g. Intune and Power automate.
8. Experience in administering and managing Microsoft Azure environment.
9. Experience in using and administering Office 365 environment.
10. Experience with stakeholder management.
Personal Qualities/Attributes
1. To be flexible and approachable.
2. Ability to cope with and adapt to change.
3. Ability to cope with conflicting demands, deadlines and interruptions.
4. Able to use own initiative.
5. Ability to work alongside a diverse range of individuals.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Wholesale Building Materials
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