Job Title: Service Delivery Manager
Function: IT
Reports to: Head of Service Delivery
Purpose:
The Service Delivery Manager oversees the lifecycle of IT services within the business, ensuring availability, performance, and user satisfaction. This role collaborates with various IT teams to optimise service delivery and aligns IT services with business needs.
Key Responsibilities:
- Technology Service Management: Oversee service delivery, ensuring services meet organisational needs, manage system performance, and implement continuous improvement strategies.
- Service Level Management: Set, monitor, and achieve service level agreements (SLAs).
- Service Catalogue Management: Maintain and update the IT service catalogue, ensuring it meets user needs and business requirements.
- Availability & Capacity Management: Ensure services are available and perform optimally, with effective disaster recovery and capacity planning.
- Incident & Problem Management: Manage incidents to minimize impact and restore services quickly; prevent future issues.
- Change Control: Manage risks and coordinate changes to IT services.
- Service Acceptance: Ensure new or changed services meet defined acceptance criteria before deployment.
- Compliance: Adhere to IT governance practices and collaborate with stakeholders.
Key Relationships:
Collaborate with internal IT teams (Projects & Transformation, Cyber Security, Vendor Management, etc.) and manage relationships with business stakeholders and IT suppliers.
Success Measures:
- High service availability and uptime.
- SLA targets met and improved service quality.
- Accurate, up-to-date service catalogue.
- Effective incident response and problem prevention.
- Successful, low-risk implementation of changes.
Requirements:
- Degree or equivalent experience.
- ITIL Practitioner accreditation preferred.
- Vendor management, problem-solving, and analytical skills required.
- Experience in IT Service Delivery, financial management, and major incident management essential.
- Strong leadership, communication, and decision-making skills
Unfortunately we wont be able to respond to every applicant due to the high volume of responses.