The high quality of our people and our collective skills, expertise and experience define us. The Service Delivery Manager is responsible for owning IT service management processes, including the day-to-day management of relevant 3rd party suppliers, supporting ICT project delivery, as well as the leadership and co-ordination of in-house teams providing 1st and 2nd line support on business-as-usual ICT services.
The post holder will be technically competent and able to provide support and cover for the team. Service Management To lead the 1st and 2nd line ICT support team for end user support on business-as-usual systems and end user hardware, managing the team using effective and fit for purpose ITIL best practices including : Incident and problem management, prioritising work to ensure the Business remains effective and performing root cause analysis to reduce the occurrence of problems rather than responding to occurrence of them 3rd party supplier management, ensuring 3rd parties meet their obligations.
And contracts are tendered to achieve best value for the business. Configuration management, maintaining a reliable database for asset tracking and relationships between configuration items remain valid and effective.
Use management information to lead, monitor and measure day to day service delivery operations and performance and implement plans to continually improve.
Change Management, management of CDM Onboarding and offboarding users People Management Manage the activities, training and welfare of all direct reports including the validating and submission of leave requests, timesheets, absence documentation and completion of training records Carry out recruitment, induction, training needs analysis and performance appraisal of direct reports as required Project Delivery Develop clear service improvement plans and agree milestones with the ICT Director Work with the Head of Data and Digital and the ICT director to provide support and delivery of key projects Self-Help Resources Develop and maintain self-help resources, though FAQ’s and training materials for all BAU systems Other Undertake other activities as instructed by the ICT Director Person Specification Essential Criteria Previous experience in managing the ICT Service Management and support environment for a mid-enterprise organisation Previous experience managing third parties, and knowledge of ICT contracts Previous experience of managing O365 environment, inc Azure AD, Intune, Exchange online A broad technical understanding of End user hardware and application support Able to communicate technical solutions / problems to non-technical colleagues Must have capability to travel to different locations as required to effectively perform the role and undertake all assignments in a timely manner.
Due to the requirement to work flexibly, potentially unsocial hours and personal safety for lone working; public transport may not be available or suitable at these times.
For this reason, a full UK driving license is considered essential Strong interpersonal and communication skills Ability to liaise with all parts of the business internally and externally Strength and quality of leadership and the personal skills required to develop and lead an effective and well-motivated, multi-disciplinary and multi-task team Ability to work independently, escalating where appropriate Desirable Criteria Previous experience as a support technician Previous experience of using JIRA for workload management Experience of introducing / improving ITIL service management principles to an organisation ITIL Practitioner or above Educated to diploma standard in a relevant discipline or relevant IT qualifications with the equivalent of BSc or MSc.