Service Delivery Manager

3 days ago

Shiremoor, United Kingdom Northern Powergrid Full time

The Role


An exciting opportunity has arisen for an enthusiastic Service Delivery Manager to join our Information Systems team.


The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire, and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs, now and in the future. Our vision is to be the best energy company in serving our customers whilst delivering sustainable energy solutions as we support the region’s drive towards net zero emissions.


Our vision is to be the best energy company in serving our customers, whilst delivering a sustainable energy solution. We are looking for a well-rounded Service Delivery Manager to lead and drive the incident management process and investigate problems in systems, processes, and services.


We are looking for somebody to manage the incident, capacity, event, and availability management processes, partnering with the Service Integrator to ensure that appropriate procedures and reporting mechanisms adequate information flow are in place.


The Service Delivery Manager ensures that the root cause of a problem is resolved thus preventing further incidents, establishing preventative measures, leading the implementation of agreed remedies, and managing the follow up on commitments.


What you’ll be doing


The successful candidate will be accountable for:


  • Incident management, reporting and providing Management overviews.
  • Analysing incident root causes and addressing the resolution with the identified issue owners
  • Proactively researching and recommending courses of action to prevent incidents and problems while maintaining high service integration levels.
  • Ensuring that service providers detect and classify incidents while providing communication over incidents and services.
  • Assuring incidents are investigated and diagnosed and coordinating actions by the corresponding service owner(s) to resolve the incident.
  • Preventing incidents from happening and minimising the impact of non-preventable incidents
  • Managing the lifecycle of all problems
  • Liaising with the Service Integrator and other suppliers within the IT ecosystem, acting as a focal point for escalations from the business
  • Ensuring that availability and capacity management processes and procedures are effective and timely.
  • Ensuring that event management processes and procedures are effective and timely.
  • Working with Service Architect on service improvements


What you’ll bring


  • Experience of managing service delivery performance metrics while working with managers and customers to ensure service level agreements are not breached without the stakeholders being given the opportunity of planning for deterioration.
  • Experience of partnering with project management to confirm that products developed meet the service acceptance criteria.
  • Understanding of interdependencies between groups or tasks and the ability to create plans to achieve them.
  • Ability to work with little supervision, applying logic and common sense to issues or problems and finding solutions.
  • Ability to identify and analyse trends and patterns in information while drawing appropriate conclusions and creating reports to meet standard or routine requirements.
  • Applies and monitors the measures, controls, and standards for own area of responsibility.


What you’ll have

Essential:

  • Experience in problem and incident management
  • Excellent service management skills
  • Extensive knowledge of ITSM tooling

Desirable:

  • Experience with remote management and monitoring platforms
  • Experience of proactive fault management
  • Report creation using tools such as Power BI


What we’ll offer

Along with a competitive salary of up to £42,000, we also offer great benefits including:


  • Up to 10% annual performance bonus
  • Enrolment into our Pension Scheme, with a generous company contribution
  • Free onsite car parking
  • Annual leave of 25 days + bank holiday entitlement
  • Agile working arrangements with up to 2 days per week working from home, depending on business needs.


We’re excited to hear from candidates with a passion for our company, the energy industry, and a desire to succeed.


Posted: 28 June

Closing date for applications: 12 July


Applications are considered on the basis of their suitability for the post, irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.

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