Information Technology Service Delivery Manager

3 weeks ago


United Kingdom La Fosse Full time

We are seeking an experienced Service Management Lead to join a huge transformation project in an Energy Supplier Company. This role is critical in acting as the lead in Service Management where you will focus on look at the breadth and ongoing enhancement of ITSM processes.
As a Service Management Lead, you will focus on the strategic direction, governance, and ongoing enhancement of IT Service Management (ITSM) processes, with a focus on ITIL Service Design, Service Transition, and the IT Service Management Office.

Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
Serve as a change advocate, supporting organizational change management and user adoption efforts.
ITIL certification
Project management experience (preferred).
Proven background in IT Service Management with a strong focus on service delivery.
Passionate about enhancing service quality and delivering an exceptional end-user experience.
Strong leadership and people management skills.
Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
Experience collaborating with third parties and managing outsourced service providers.
Strong understanding of how business and IT changes impact operations.
Flexible, with a willingness to work outside of regular business hours to support global teams.



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