IT Service Delivery Manager

A well-known Utilities business has an urgent requirement for an IT Service Delivery Manager to be part of their Solution Delivery team. This role will manage several high-profile projects from inception, through to delivery.

This business is undergoing a period of significant change and requires this individual to support some critical projects whilst managing a broad range of business and IT stakeholders up to and including Executive level.

This is a really exciting time to be joining as they are entering a large scale digital transformation with lots of new Front-End technologies.

Role Specific Responsibilities & Accountabilities

• The ITSDM will be responsible for building relationships with the business enabling effective service management ensuring consistent and appropriate communication for service-related issues and issues
• Ensuring regular service reviews take place with the ITSDM’s aligned business area reporting on the performance and availability of the business areas aligned IT services
• Responsible for identifying opportunities for service improvement, agreeing these with the business and where necessary driving changes to implement improvements
• In partnership with the business ensure IT services are categorised correctly in accordance with the service categorisation model and regularly review the service level requirements to ensure they continue to meet the business requirement
• Ownership of service improvement plans to address recurring failures against the service levels agreed with business
• Accountable for the incident and problem management processes and their effective use by the business and IT operations partner(s).
• Responsible for the continuous improvement of the incident and problem management processes ensuring they are fit-for-purpose

Capability, Knowledge and Experience:

• Proven experience delivering continuous service improvements for the business
• Proven experience coordinating major incidents
• Experience managing suppliers delivering operational run services into an IT operations function.
• Experience working with suppliers delivering IT projects
• Experience leading technical teams in any of the following areas; service desk, data networks, voice, server, database, storage or application support.

Education and Qualifications:

• Educated to degree level or equivalent
• Related professional qualifications are beneficial, but not essential.
• ITIL version 3 Foundation (minimum). Preferable ITIL v3 IT Operations

If you are interested in the role, please apply below. Unfortunately, due to the anticipated high level of response, we may not be able to respond to every applicant.