Service Delivery Manager
3 weeks ago
As a Service Delivery Manager, you will play a key role in standardising and improving our Service Management structure and governance framework, supporting the delivery of service to key clients in the Secure Government Services business.
You will have the skills and competencies to deliver high-quality service, resolve issues efficiently, and align with the business goals and strategies.
You will provide leadership across Service Management, driving improvement and transformation initiatives to improve service quality.
Acting as the escalation point for the management of complex issues efficiently, you will be proactive in the development of our existing and emerging helpdesk services and ensure alignment with the business goals and strategies. You will be responsible for onsite service and support needs for our customers.
Responsibilities
Act as an SME across Service Management covering:
Incident/Problem/ Change Mgt
Risk Mgt
Service Performance and Reporting
Service Level Management
Service Process Improvement
Service Continuity
Release and Deploy
Availability Management
Capacity Management
Service Catalogue
Provide on call rota cover for Major Incident Management
Delivering client satisfaction and maintaining client communication and relationships.
Produce, analyse and identify, prioritise and implement improvements and efficiencies, ensuring that both Mastek and your customers derive maximum value from the services provided.
Provide accurate and timely Service reporting to executive team demonstrating service performance, progress and reporting on risks, SLA’s, issues, CI activity, contract and financial positions of service contracts.
Ensuring the application of service management and ITIL best practices to the helpdesk services provided to our customers.
Identify areas where continual improvement can be applied, oversee implementation of resulting change and measures the level of improvement
Demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role, ensuring a suitable breadth and depth of technical knowledge across the services you support.
Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met
Responsible for ensuring that the technical solutions continue to meet business requirements, taking full accountability for the actions taken and decisions made.
Responsible for all relevant accounting and auditing duties including proactive inputting into sustainability, cost optimisation and investment decisions as required.
Working effectively across more than one supply channel (e.g. internal, client, 3rd party suppliers and partners) to deliver a One team experience across cases and incidents
Deliver a proactive approach to the automation of processes, determine costs and benefits of new approaches, and subsequent management of change or to assist implementation where needed.
Keep actively informed of industry developments and emerging tools and technologies to make cost-effective use of new and emerging tools and technologies.
Overseeing the full service lifecycle including internal/external service support and delivery.
Provide on call rota cover for Major Incident Management
Manage and mentor service delivery teams, including performance evaluations, training, and professional development.
Ensure team members have the resources and support to deliver services effectively.
Oversee the budget for the Service Delivery functions for cost-effective delivery of services
Role Requirements
SC eligible
Experience / Education
Public sector experience DESIRABLE
Proven working experience in leading an IT helpdesk support service, providing direct user support and driving up KPI achievement MANDATORY
Customer-service oriented with a problem-solving attitude MANDATORY
Team management skills MANDATORY
Be an advocate of ITIL best practice processes within the business MANDATORY
ITIL V3 Certification DESIRABLE
ITIL V4 PREFERRED
Previous experience of working in a customer facing environment MANDATORY
Solid technical background with an ability to give instructions to a non-technical audience DESIRABLE
Hands on experience with help desk or ITSM software DESIREABLE
Key Generic Competencies
Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances
Customer focused
Ability to collate, digest and report on complex data sets from multiple sources e.g. KPI's, SLAs
Dedicated to reach and maintain high quality standards
Ability to work collaboratively, as part of a team
Confident demeanour
Organisational, time management, work prioritisation skills
Ability to work on own initiative
Excellent written and verbal communications skills
Problem solving skills i.e. can think creatively to solve problems
Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required
Dedicated to reach and maintain high quality standards
Customer focused
Ability to work flexibly according to business requirements
Ability to work collaboratively, as part of a team
Fluent in written and spoken English
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