Service Delivery Manager
1 month ago
Responsibilities:
- Lead the IT and application support functions across all locations.
- Manage team rotas to ensure consistent support coverage to the business across all locations.
- Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
- Work closely with the Infrastructure and Development teams on problem management.
- To be the owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
- Monitor and audit service delivery; ensuring processes are in place and followed.
- Arrange service review meetings with representatives from internal business units.
- Act as the business owner for the Service Management Platform which is used across business units.
- Work closely with the operations and facilities management team to coordinate office moves and changes.
- Contribute to IT budget and resource planning and long-term IT roadmap and strategy.
- Support the Business Improvement Team in identifying and coordinating inbound business demand for new solutions.
Skills & Experience Required:
- Experience in managing multi-site IT or application support teams.
- Experience in IT asset and license management.
- Experience in creating and managing an IT Service Catalogue.
- Experience with IT operations tools like: SPLUNK, NETGAIN, SCCM, BIGFIX, SOLARWINDS.
- Able to coach and develop team members in implementing service management standards and processes.
- Builds and maintains strong stakeholder relationships.
- 5+ years experience in managing IT Service Delivery teams in a multi-domain environment.
- ITIL Certificate in Managing Across the Lifecycle or equivalent level
- Prince2 or PMP Project Management Experience
Tell employers what skills you have
Change Management
Service Management
Strategy
IT Operations
Project Management
Problem Management
Application Support
PMP
Customer Satisfaction
ITIL
Delivery Management
Incident Management
Service Delivery
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