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Service Delivery Manager

2 months ago

West Malling, United Kingdom TIGER RESOURCING SOLUTIONS LIMITED Full time

Job advert for IT Service Delivery Manager

Job title: IT Service Delivery Manager

Job reference number: ME107

Contract: Permanent, full time, 35 hours per week

Location: Kings Hill-based (Kent) with hybrid working (2 days per week in the Kings Hill office with occasional travel to London)

Salary: Up to £65,296 per annum (dependant on experience)

Are you a dynamic, self-motivated, and results-driven individual with a passion for Service Management. We are looking for a highly driven Service Delivery Manager to join our Service Management team where you will play a fundamental role in helping to maintain and improve service and relationships.

What you'll do

Every one of us contributes to our impact, and as our Service Delivery Manager you too will play an integral part in what we do.

This role will report to the Lead Service Delivery Manager and will require close collaboration with our business users and other IT Service teams.

You will leverage your ITIL framework expertise to deliver first class Service Management, overseeing various practices such as Incident, Problem, and Change Management, among others.

As our Service Delivery Manager you will:

  • Manage IT Operations: Oversee the entire lifecycle of key ITIL practices and be proficient in Incident, Problem, Change, Asset, Transition and Service Request management, ensuring timely resolution and fulfilment in alignment with service level agreements (SLAs)
  • Manage End to End Service Provision by acting as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies
  • Manage Service Communications by providing regular incident & maintenance updates as well as reports to Senior Management on all aspects of service performance, ensuring transparency and timely communication on any issues
  • Manage SLA's and develop service excellent by regularly attending internal and external service review meetings
  • Develop and maintain strong relationships with both customers and suppliers to ensure effective collaboration and service delivery
  • Strategically plan and schedule resources to ensure optimal efficiency and project success
  • Be a part of an Incident Management team rota providing critical support outside of core business hours
  • Work closely with business stakeholders to provide consultative input on solution changes, updates, and upgrades, and assist in defining and communicating the strategic roadmap

Who you'll be

This role is for you if you have experience of working in Service Management or have relevant transferable skills and are keen to make a difference to society. We are looking for:

  • Proven experience of managing IT services throughout the entire service lifecycle, ensuring end-to-end delivery and support
  • Demonstrate a high level of proficiency in both written and spoken communications
  • Able to perform under pressure by maintaining clarity and logical thinking in challenging situations
  • Demonstrate ability to research topics thoroughly, with a strong commitment to driving continuous improvement.
  • Skilled in addressing complex issues and breaking them down into clear, manageable components.
  • Demonstrate flexibility in approach and thrives in a dynamic organizational structure, balancing teamwork with self-sufficiency as needed
  • Strong initiative and drive, with a proactive attitude, eagerness to learn, and a personable nature. Comfortable handling detailed tasks and adapting to various challenges.
  • Exhibit a meticulous approach with a strong focus on quality, and the ability to work effectively with minimal supervision.

Benefits

  • Permanent hybrid ways of working where roles allow
  • Six weeks holiday plus bank holidays
  • A wide range of development opportunities to support personal and professional growth
  • Pension scheme with better-than-market employer contribution options
  • Social impact benefit schemes