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Senior Service Delivery Manager
4 months ago
Job Description Responsibilities
Act as an SME across Service Management covering:
Service Transition Management/Planning
Service Design Management
Business Change Readiness
Service Governance and Assurance
Major Incident Mgt
Risk Mgt
Service Level Management
Service Continuity
Capacity Management
Provide on call rota cover for Major Incident Management
Deliver client satisfaction and maintain client communication.
Identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses to achieve excellent user outcomes
Communications, stakeholder engagement and management, change network set up and management to ensure readiness as Relying Parties are on boarded or transformation activities are rolled out. This includes communicating and promoting successes across all parties.
Be comfortable dealing with ambiguity and able to elicit the necessary information from the Mastek workstream leads and wider HADES stakeholders, customers and suppliers, to understand the wider context
Ensure that a set of IT products, suppliers and vendors and ITIL best practices come together to deliver an IT service
Identify areas where continual service improvement can be applied, oversee implementation of resulting change and measure the level of improvement
Be the bridge between Mastek Delivery and L3 Support therefore ensuring any new services delivered can be effectively supported by Mastek L3 Engineers.
Co-ordinate all stakeholder reporting packs for ACC each month, and presenting at the appropriate meetings
Perform trend and root cause analysis to identify any CI improvements. Work with L3 engineers to identify any process improvements
Co-ordinate across IT operations and manages the acceptance criteria for any changes within the area. Validate changes against the acceptance criteria, gathering evidence and creating materials as necessary
Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met
Responsible for all relevant accounting and auditing duties including proactive inputting into sustainability, cost optimisation and investment decisions as required
Working effectively across more than one supply channel (eg internal developers, client, 3rd party test assurance) to deliver a One HADES team experience across cases and incidents
Work collaboratively in a group, actively networking with others to deliver high impact, complex change safely in to live
Role Requirements
SC eligible
Experience / Education
Educated in Computer Sciences or have operated at this level of complexity in a workplace environment MANDATORY
Customer-service oriented with a problem-solving attitude MANDATORY
Be an advocate of ITIL best practice processes within the business MANDATORY
ITIL V3 Certification DESIRABLE
ITIL V4 PREFERRED
Previous experience of working in a customer facing environment MANDATORY
Solid technical background with an ability to give instructions to a non-technical audience
Hands on experience ITSM software
Key Generic Competencies
Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances
Customer focused
Ability to collate, digest and report on complex data sets from multiple sources e.g. KPI's, SLAs
Dedicated to reach and maintain high quality standards
Ability to work collaboratively, as part of a team
Confident demeanour
Organisational, time management, work prioritisation skills
Ability to work on own initiative
Excellent written and verbal communications skills
Problem solving skills i.e. can think creatively to solve problems
Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required
Dedicated to reach and maintain high quality standards
Ability to work flexibly according to business requirements
Ability to work collaboratively, as part of a team
Fluent in written and spoken English
