Service Delivery Manager

2 weeks ago

Harmondsworth, United Kingdom myGwork Full time

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Company Description

The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines
Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the
sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our
colleagues, accelerate business performance, increase shareholder value, and protect our business
through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our
enabling domains, platforms and programmes, we are changing our ways of working and transitioning
into a product-led organization at scale.

Together, we are building a better BA.

Job Description

Purpose of the role

  • Delivery of agile, efficient and resilient Group end-to-end services, for the relevant Operating Company (OpCo)
  • Leadership of IAG Tech Service Delivery for the relevant OpCo, working in partnership with the wider O&I management teams to remediate issues and ensure gap closure
  • Draw on broad knowledge of the relevant OpCo technologies, processes and business areas, to deliver business partnering and leverage of IAG Tech O&I services
  • Drive a customer centric O&I strategy in the relevant OpCo, developing Customer Satisfaction measures. Engage, transform and motivate existing teams and partners across the Group to deliver on this strategy
  • Escalate cross-supplier areas that require improvement, providing Business Service specific input collaborating with the O&I Service Management Leads to review Provider proposed initiatives
  • Work across Group and with third-party supplier partners to ensure delivery to defined O&I strategies
  • Identify evolving business needs, developing the supporting O&I strategy to drive innovation, concept assessments, risk analysis and ultimately business case development. Leveraging of any relevant OpCo business intelligence and insights
  • Proactively lead the identification and execution of continual improvement opportunities. Use thorough understanding of the relevant business area, ensuring the provision of a robust IT service to the business, improvement of service levels and operational integrity
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Collaborate with other Service Delivery Managers to ensure solutions are developed to improve business performance (KPI and SLA performance)
  • Act as the key contact for the relevant OpCo, ensuring effective service review meetings covering performance, service improvements, quality and processes
  • Work closely with stakeholders and Production Support teams to ensure projects are transitioned smoothly into in-life Support

Accountabilities
Working in partnership with IAG Tech and the business to:

  • Deliver operational excellence for both Group and the relevant OpCo, driving synergies in cost models and service catalogues
  • Drive a continuous improvement culture, facilitating an OpCo environment of high professional standards, with a focused cost reduction programme
  • Manage and drive improvements to levels of service performance, via detailed metrics, ensuring service incidents/problems are managed through to resolution integrity
  • Lead service improvements based on analysis of metrics and satisfaction surveys, identifying trends and issues impacting service delivery, collaborating across O&I to remediate issues
  • Build trusted relationships with senior stakeholders across the Group to establish economies of scale and share learnings
  • Act as key point of contact for the relevant OpCo driving client relationship management, including monthly service reviews to cover quality, cost and service delivery
  • Manage engagement with the Business, ensuring delivery of maximum value from IT services and products, including identification and knowledge acquisition of business system owners
  • Investigate all instances of service non-availability and instigate necessary remedial action to ensure system availability
  • Play an active role in strategic relationships with suppliers, negotiating contracts to meet technical, service and cost requirements. Define service levels and problem resolution procedures, along with the process for non-compliance.
  • Influence the design and development of new and changed systems and services to optimise operational efficiency. Accountability for sign-off of go-live services, providing robust challenge during service introduction
  • Ensure the risk position of the relevant OpCo infrastructure and services is fully understood, collaborating with stakeholders to agree and action relevant mitigations
  • Influence Group O&I to ensure that all reporting needs are met, including C suite level reports
  • Maintain and monitor Service Performance Levels for all operations, controls and processes to ensure a high level of customer satisfaction

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Qualifications
  • Educated to degree level or equivalent experience
  • Relevant 3rd level qualification with a strong technical focus

Skills

  • Detailed understanding of the operational and technical architecture underpinning the IT service landscape in high volume mission critical e-Commerce or similar
  • Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
  • Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
  • Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
  • Problem solving and understanding of the broader business context (business acumen), with accountability for team cost and spen
  • Ability to work under pressure
  • Fluent written and spoken English

Experience

  • Senior level IT leadership, gained in a complex global organisation
  • Proven track record within Service Delivery management in a cross-matrix environment
  • Experience of high volume, mission-critical e-Commerce systems
  • Proven experience building and running operation and infrastructure teams with specific experience of implementing Cloud solutions at an Enterprise level (e.g. Data, Infrastructure, Applications, Process)
  • Experience of influencing business strategy, and of translating strategy into actions and opportunities to accelerate the realisation of business benefit
  • Proven experience of leading and motivating teams, collaborating to improve quality and efficiency
  • Experience of working within an Agile Product Centric environment using frameworks such as SAFe.

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