IT Service Delivery Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

UK Research and Innovation

Salary : £43,116

Hours : Full Time

Contract Type: Open Ended

Location : Polaris House, Swindon (Hybrid Working)

Grade: E

Closing Date: Thursday 16th May 2024

Job Overview:

UKRI Digital, Data and Technology (DDaT) department provides the enterprise technical services that underpin and enable UKRI's business capabilities. Within the department a small team coordinates the delivery of services across a larger federated team of IT professionals to deliver impact across UKRI.

This post provides a rare opportunity for an experienced Service Delivery professional to step into an IT operations role in an organisation at the heart of research and innovation in the UK. Supported by teams of technical specialists, and reporting directly to the Service Delivery lead, your broad remit is to drive the implementation of our Service Delivery function, lead user community meetings and proactively work on the behalf of the user community to ensure excellent IT services are delivered.

Working closely with the Service Delivery lead, this Service Delivery manager role will manage the day-to-day issues and escalations. The role is in the cross functional Service Delivery Team within the Live Operations team, with a remit to ensure our staff get create value and support from the IT teams.

Key Responsibilities:

• Deputise for the Service Delivery lead.
• Contribute to the Service delivery team tasks day to day.
• Participate in IT Service Delivery for the operational processes, including:

- Incident Management

- Major Incident Management

- Problem Management

- Release Management.

• Deliver the IT Service Delivery processes to all DDaT Teams including participation for Major Incident Management, escalating to the Head of IT Service Delivery where required.
• Act as an Incident Manager for all Major Incidents, with support from team, and:

- manage to resolution all Major Incidents with standard communications process in-place

- Performing Major Incident Reviews including identifying all follow-on actions and interfacing with Problem Management.

- Manage all follow-on actions from Major Incident Reviews to conclusion hence reducing the frequency and impact of Major Incidents.

- Out of hours support as a reasonable, case by case basis.

• Act as a Problem Manager
• Managing root cause resolution of Problems, ensuring all high priority Problems are root cause resolved.
• Work with and support the Change Manager including cover.
• Ensure VIP tickets are monitored and responded to ASAP and that the right team is working on the issue.
• Service Escalations, decision making and owning issues without an owner:
• Be able to pick up ad hoc work from the stakeholders, setup users, problem solving helping stakeholders within DDaT Services and Products
• Meet with your stakeholders and explain any new software.
• Monitor and manage ServiceNow tickets.

This is an outline description of the key responsibilities and accountabilities involved in the job. This is not an exhaustive list and the post-holder might be expected to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

Person Specification:

Essential

• Effective decision-making.
• Effective communicator and able to adapt communication style and approach to different environments/ audiences
• Self-motivated, shows initiative, and works with minimal direction.
• Strong customer focus
• Good general ITIL knowledge
• Experience of working with third-party providers to complement internal teams.
• Previous experience of Service Delivery.
• Experience of ITSM, including escalations and Major Incident Management.
• Experience of onboarding user processes (JML)
• Experience of service transition.
• Self-organised and able to prioritise under pressure

Desirable

• A comprehensive Service Desk background for good technical knowledge.
• Be able to prioritise competing deadlines and objectives.
• Experience of working in a Public Sector Organisation.
• Experience of Release management.
• Experience of running Change Enablement approvals.
• ServiceNow Experience

About UK Research and Innovation (UKRI)

UKRI launched in April 2018, UKRI is a non-departmental public body sponsored by the Department for Science, Innovation and Technology (DSIT).

Our organisation brings together the seven disciplinary research councils, Research England, which is responsible for supporting research and knowledge exchange at higher education institutions in England, and the UK's innovation agency, Innovate UK. Together we build an independent organisation with a strong voice and vision to ensure the UK maintains its world-leading position in research and innovation. More information can be found at .

Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI .

The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.

How we support EDI in the workforce

At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit ' How we support EDI in the workforce '.

Disability Confident Employer

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

How to apply

Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the 'experience' section of the application.

UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion - a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.