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Information Technology Service Delivery Manager
3 months ago
Must be able to obtain SC Clearance
Bristol - Hybrid working
Contribute to the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
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.Drive continuous service improvement within the account.
Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work.
Make timely decisions, communicate them clearly and action them swiftly.Provide a focus for SLA management and customer satisfaction across the account.
Report performance metrics on a monthly basis to Senior Management within the account.
Flexible working - We are guided by our client work and needs; however, you have autonomy to manage your time and diary to suit your work/life balance.
QUALIFICATIONS
Leadership Skills
Be visible to your teams and our clients, and regularly undertake activities to engage and build trust with the team, the client, and the stakeholders.
Strong leadership skills to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives and expectations.
Communication SkillsMaintain clear, calm communication in challenging circumstances, encourage others to do the same and lead by example.
Use your effective communication skills within the team and client to resolve issues.
Collaboration and Partnering Skills
Effectively manage team dynamics when working across disciplines and other boundaries
Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff.
Actively participate in the wider Delivery Management Capability, sharing and re-applying skills and knowledge and bringing in best practiceSpecialist Skills and Requirements
Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
Knowledge of the ITIL framework desirableDemonstrable commercial acumen, with excellent written and numerical skills. You will be experienced in writing Statements of Work, project approaches and proposals.
Experience in running technical/engineering projects and organising teams for Agile delivery, with rapid, iterative delivery using modern digital practices.
