IT Service Delivery Manager
Reporting to Head of Digital
Based in: Wilton
Salary: Negotiable - Whilst all salaries are graded, Sembcorp are keen to attract, retain and develop the highest calibre of colleague. The company also offer a market leading benefits package and annual bonus.
Position overview:
The IT Service Delivery Manager will play a pivotal role in the delivery of end user, infrastructure, telephony and networking services. They will sit on the Digital management team in the UK alongside development, project and security managers. High availability, secure networks and infrastructure are critical to the operation of the UK business. Seamless end user experience and access to operational and other systems is key to the businesses delivery and profitability. The role will cover off all infrastructure administration and the provision of end user computing services and will manage a small IT support team (4 engineers) plus a team of infrastructure engineers (4 engineers). Most employees are located at the Sembcorp Wilton Site with others operating remotely and from the Solihull office. End user satisfaction will be key, and the manager will be focused on service improvement. The team operates an out of hours rota for which this role is part of.
KEY ROLES AND RESPONSIBILITIES:
Services Management:
- Maintain high performing service support.
- Supervise the Service Desk to ensure Ownership of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, meeting defined SLAs/KPIs (both within D&T and vendors) and establishing service improvement activities when required.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability.
- Enforce adoption of key framework/policies/standards and ensure any findings from Internal Audit/Operational Audit, is at minimum rating of 3 (i.e. adequate).
- Responsible for managing local IT budget.
- Manage all aspects of local IT infrastructure team
Technical:
- Manage the UK infrastructure in line with the global standards for not only the end user computing environment ensuring that laptops, PC's and other access devices are built and maintained to high standards of performance and security, working with the Security Manager to implement a secure resilient platform of Server, Storage LAN/WAN networking technology.
- Ensure all endpoints have all required security agents deployed, this will include IT/OT Firewalls, Switching, servers, end user computing.
- Ensure that patching and anti-virus updates are carried out promptly and effectively.
- Work with the group architecture, infrastructure, network and security teams to evolve standards for hardware, software and security.
Performance & Quality:
- Make recommendations for Service Improvement and ensure actions are followed through to completion in a timely manner.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Provide regular and accurate management reporting on IT Service performance.
- Effectively delivermanage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departmentsiving license is required.
Qualification, Skills and Experience:
- Excellent working knowledge of key technology base, Azure, Fortinet, Cisco, End User computing.
- Several years of running high performing teams.
- Computing or other related degree.
- CCNA or other networking qualifications.
- MCSE and further Microsoft qualifications.
- ITIL Service management qualifications
- A full driving license is required.
**For more information on this opportunity please contact at retained recruitment partner Adam Pearson at Imperial Recruitment Group