Job Title IT Service Delivery Manager
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also
Embrace flexible working
Support you achieve your career goals
Offer income protection and life assurance
Offer a range of discounts on products and shopping
Why is this role key to our business?
The main responsibility of the role is to manage the relationship between TalkTalk Technology and their chosen Third Party Service Providers and Service Partners.
You will manage all aspects of those relationships, including holding the Service Providers and Service Partners to the responsibilities that they have accepted in their various contracts and statements of work.
You will be responsible for leading Monthly Service Review meetings with each Service Partner and ensuring that SLAs (where applicable) are met within existing contracts.
It is also expected that you will drive major service improvement programmes with each Service Partner. You must be flexible and adaptable to fluctuating demands;
in addition, you must be innovative and creative and have the relevant people and senior management skills. You must have the aptitude to introduce new ideas and turn them into operational practice, working supportively with others to ensure effective systems and processes are implemented, that support quantifiable Service Delivery, in a rapidly changing environment.
You must have contract and relationship management skills and have demonstrable experience in an IT Service Delivery / Vendor Management or IT Outsourced Service Delivery role.
How will I add value in this role?
Determine, in conjunction with the Head of IS Service Delivery, specific Service Provider and Service Partner commercial and service strategies.
Responsibility, in conjunction with the Head of IS Service Delivery, to develop clear contractual documents including statements of work, service level exhibits and key performance indicators / metrics.
Develop and maintain close working relationships with Service Provider / Service Partner staff.
Control of and management of regular Service Provider / Service Partner monthly Service Reviews with Service Providers / Service Partners to monitor actual performance.
Ensure SLA performance where applicable; ensuring that the Service Provider / Service Partner consistently delivers and that TalkTalk receive the contracted service and support desired.
Take action to prevent and address Service Provider / Service Partner under performance.
Ensure that effective management and process controls are in place in order that Service Reports are produced and delivered to the timescales agreed with the Service Provider / Service Partner.
Monitor customer satisfaction and perception of service with key business stakeholders.
Manage the financial performance of our Service Providers and Service Partners.
Drive improved performance from Service Providers and Service Partners and manage commercial dispute resolution, taking counsel from business stakeholders.
Ensure Service Provider / Service Partner metrics for reporting commercial and service performance are adhered to and where not in place, work with Service Providers / Service Partners to make provision.
Develop risk assessments with Service Providers / Service Partners and maintain and drive forward risk mitigation plans and continuity planning with our Key Service Providers / Service Partners.
Work with Service Providers / Service Partners to develop offerings which can automate, drive down cost and contribute to a more efficient business through the introduction and management of Service Improvement Plans.
Monitor Service Credits due where applicable, through performance monitoring.
Where new services are being introduced across the business (new service start up), negotiate Service Level Agreements (SLA’s) that, where appropriate, take into account specific business needs.
Prepare and maintain service documentation and ensure that all operational areas of the business and key stakeholders with respect to services provided by Service Providers / Service Partners;
Prepare and maintain a service catalogue of all Service Provider / Service Partner services provided including cost and contract renewal dates, ensuring that all are budgeted costs.
Essential Qualifications & Experience
Proven previous experience in a Senior Service Management / Service Delivery role;
ITIL Certified (Foundation minimum, Practitioner preferred)
Excellent stakeholder management skills;
Excellent communication skills as well as analytical problem solving skills;
Proven previous experience of managing Third Party Service Providers / Partners;
Fully conversant with Excel and MS PowerPoint.
Desirable Qualifications & Experience
Experience in Supplier Commercial Management.
Experience of Outsourced IS / IT partnerships
Experience in Contracts management
We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone.
We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.
We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers.
This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.
Location : Soapworks - Manchester
Type : Perm
Salary : Competitive + bonus / benefits