Job Description
Job purpose
The IT Service Delivery Manager oversees a number of key functions within the IT department
that enable the delivery of a high quality service to end users, and to ensure Service Support
and Service Delivery processes are in place to meet business needs. This position is a
stakeholder facing role, and requires that you establish and manage expectations within the
business and drive the IT team to achieve those expectations to a high standard.
The Service Delivery Manager (SDM) is responsible managing, maturing, and modernizing
service delivery for remote and geographically dispersed users with end-to-end service delivery
Mainly responsible for:
- Maintain high performing service support functions including and IT Service Desk
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels
of performance in these processes, accurate reporting and establishing service
improvement activities when required
- As owner of the escalation process the Service Delivery Manager will take ownership of
major incidents to ensuring 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
- Ensure that training services are in place to educate staff on ITIL and service
management processes
Must have:
- A passion for Service Improvement
- Experienced Service Management professional
- Previous experience as a Team Lead or demonstrable experience in leading virtual
teams
- Experience of managing 3rd parties and 3rd party delivered services
- Service Management or Support in a large-scale and diverse environment of incident
management, escalation procedures and related disciplines
- Expert knowledge of ITIL disciplines
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff
- Excellent customer facing/customer service skills
- Able to work under pressure and meet deadlines
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Excellent organizational skills
- Able to manage sensitive and sometimes confidential information
- Self-motivation and able to take responsibility
- Able to manage and prioritise and tasks and time efficiently
- Able to demonstrate initiative and a proactive approach to daily tasks.
- Fluent English speaker
Nice to have:
- French/Spanish language speaker
- Knowledge of IT group organization, processes and stakeholders.
- ITIL Foundations
- Work experience: +10 years
- Minimum education level: Bachelor’s degree in Telecommunication, Computer
- Science or related field
Performance & Quality
- Make recommendations for Service Improvement Plans 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 deliver/manage Staff Management including recruitment, mentoring,
training, target setting and performance assessment
