IT Service Delivery Manager

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

About the job

• As IT Service Manager you will be responsible for the daily performance and overall management of the IT systems that facilitate our operations.
• You will oversee the smooth running of the centre's hardware, software, database, telephony, rail help web-pages, messaging systems and ensure that a business continuity plan is in place and continually reviewed / improved to support FCC in the event of any incidents.
• You will provide service design and service operation as described by the ITIL framework and ensure all our systems evolve to meet changing customer habits and requirements of FCC and our clients.
• The IT Service Manager will also have responsibility managing 3rd party / supplier contracts to ensure they perform to agreed deliverables and manage ongoing suitability / costs.
• You will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, quality assurance and fraud analysis.

Your main responsibilities will be:

• Take ownership of setting the direction for all key service operation and design functions including the Service Desk for incident management, asset management, desktop and applications support, as well as the management of communications to all customers in relation to service and support.
• Responsible for overseeing vulnerability management of IT systems, including identifying, assessing, and mitigating security risks, ensuring timely patching, and maintaining compliance with security policies to protect organisational data and infrastructure.
• Supplier management across FCC - establishing proactive management of external (3rd party) vendors and IT services and ensuring regular service reviews are conducted.
• Working with the change management teams to mature and automate release management and change management processes.
• Maturing and improving capabilities including disaster recovery, incident investigation and problem management
• Taking ownership of technical documentation, knowledge management and process control
• Working with key stakeholders to ensure appropriate provision for business continuity of IT services with defined RPO's & RTO's.
• To mature and develop the existing Service Desk function, service delivery and team performance.
• Operational responsibility for the management and delivery of technical support and service operations/Service Desk functions including external/customer technical support (in-house), as well as internal/employee technical support (homeworkers)
• Establishing and monitoring a formally defined service portfolio and implementing SLAs with supporting SLOs, OLAs and KPIs
• Working with technical and other teams to ensure that corrective and preventive actions are appropriately prioritised to prevent the occurrence or recurrence of problems.
• A member of the on-call shift rota covering major incidents during operating hours of the business
• Ensure that commercial awareness and financial management is promoted and forms the foundation of all business decisions.
• Lead a team to provide and efficient and effective delivery capability that meets all agreed delivery targets and measures.
• Be an active member of the management team and supporter to the senior leadership team.

As a minimum, you will need to have:

• Passion and drive for delivering excellent systems and operations.
• Demonstrate excellent analytical and problem-solving skills.
• Have a strong work ethic and be adaptable to get the job done.
• Credibility to contribute at the management team level.
• Ability to work under pressure in a fast-paced environment, with deadlines.
• Be committed to keeping abreast of regulatory and industry changes.
• Ability to constructively feedback to the business for changes to be made as a result of technical developments.
• Drive to achieve personal, local and departmental objectives.
• Capacity to operate in an agile, changing environment.
• Sets the standard with an excellent communication.
• Be a great leader: inspire others, participate, share, pitch in, and enjoy working with others.

Skills and Qualifications

• Proven working knowledge as an IT Service Manager
• Leading understanding of how customer support centre operations provide business value in the retail or the service sectors.
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems.
• Expert in organising and delivering work through multiple systems.
• Expertise in data centre management and data governance
• Leading understanding of Customer Relationship Management systems.
• Hands-on experience with computer networks, network administration and network installation.
• Theoretical knowledge gained through practice or qualifications such as a BSc in Computer Science, or similar industry experience.
• Expert in communicating to a high standard across all forms of media.
• Working knowledge of regulatory issues, such as the personal, and departmental GDPR responsibilities.
• Demonstrable experience in working to ITIL standards.
• Knowledge and experience in adhering to and practicing PCI-DSS, Cyber Essentials & ISO 27001.
• Excellent Microsoft O365 skills
• Good knowledge of all areas of general management, including but not limited to: incident management, problem management, asset management, supplier management, performance management and colleague development & motivation

About the location

Sheffield city centre at our modern offices.
Ten minutes' walk from Sheffield Station.
Travel to other UK locations as appropriate

Working pattern

37.5 hours per week, on-call and some weekend working by exception

The Reward

• 25 days Holiday plus National Bank Holidays
• Travel Offers for Bus and Rail*
• Payroll Giving – donate directly from your pay to a Charity of your Choice
• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
• All employee Share Schemes*
• Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
• Buy as You Earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider

*after 6 months of employment

We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.