Service Delivery Manager
Manchester Metropolitan University
Manchester, GB
6d ago

The department :

This is an exciting opportunity to join a growing service management organisation within a transforming IT function, embracing a digital future in an evolving modern university.

The Information Systems & Digital Services department works in partnership with our academic and professional colleagues to deliver digital and IT services that help the University achieve its strategic objectives in teaching and research, nationally & globally.

We help to create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation and providing the insights to drive continuous improvement.

We are growing our service management capability to drive our service maturity, deliver efficient and responsive service operations at scale and enable significant future organisational and technology change.

We are looking to appoint a Service Delivery Manager, reporting to the Head of IT Service Management and working collaboratively in a matrix structure across the University, to create and deliver effective and high-quality end-to-end services.

The role :

You will be given end-to-end responsibility for the effective service delivery of one or more portfolios of services, including the following activities :

  • Ensure projects and programmes within the portfolios are effectively transitioned into service.
  • Ensure that all internal support resources, vendors and partners work in a coordinated way to meet SLAs and business requirements.
  • Provide leadership for high priority incidents, problems, changes and escalations.
  • Proactively manage risks relating to the effective delivery of services.
  • Drive continuous service improvement and customer satisfaction.
  • Engage and manage relationships with a diverse range of stakeholders including the Service Management Office, Service Desk, all support teams involved in the delivery of the portfolio, Business Owners, colleagues from other Professional Services departments, vendors and partners.
  • You will have an opportunity to take part in industry events, learn about new trends in ITSM and participate in collaborative networking with other UK universities.

    Ideal candidate :

    The ideal candidate for this role has experience of transitioning significant projects into early life support and ongoing service, has excellent matrix leadership skills, with a range of service management knowledge (e.

    g. ITIL, Agile service management), and excellent communication skills. They are a critical thinker, data-savvy and enjoy finding solutions to complex organisational problems by engaging and empowering others.

    They excel at facilitating discussions, understanding and challenging different perspectives, working collaboratively across a complex and diverse range of teams, and encouraging a culture of high quality, strategic alignment and organisational learning.

    They have a passion for IT service management, customer service and continual service improvement.

    As we are also nearing the completion of a University-wide multi-million business transformation programme underpinned by a significant digital capability, the ideal candidate will also have experience of adopting and supporting significant organisational change initiatives from a service management perspective.

    Please provide your CV along with a cover letter. Within your covering letter, please address the following questions :

  • Please provide examples that demonstrate your knowledge and experience of delivering high quality end-to-end services.
  • Please provide examples that illustrate your experience of successfully working in a complex matrix organisation, particularly negotiating and influencing a diverse range of internal and external stakeholders at all levels of the organisation.
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