IT Service Delivery Manager

2 months ago


Doncaster, United Kingdom Oscar Technology Full time

**Reporting to the Head of Cyber Security & Technology**

The Service Delivery Manager will continuously monitor IT support delivery and carry out prompt interventions as required, to maintain service levels in a co-sourced environment, even where the the required resources may not be under your direct control.The Service Delivery Manager will drive continuous service improvement, carry out analysis, and contribute to effective solutions.

**Key Accountabilities**
- Owning and developing Service relationships with our users, external service providers and internal resolver groups to provide guidance and coordination with a vision of delivering 'World Class Service'.
- Working cross-functionally to ensure both our user needs and our business objectives are met
- Be accountable for the quality of Service and performance of the IT teams.
- Make sure tickets are managed in line with ITIL best practices, users are kept updated and there is clear direction to resolution within the ITSM system (ServiceNow).
- **Ensure support processes are defined, fit for purpose, understood, and followed by the delivery teams for Incident Management, Major Incident Management**, Request Management, Problem Management, Change Management and Event Management. Developand maintain process documentation where the SOPs are not defined.
- Own the transition process, ensuring the services moving into live operation and service have been handed over successfully; and working collaboratively with project teams to create new services that are efficient and scalable**,** ensuringfuture demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Lead and/or chair operational meetings / reviews (daily, weekly, monthly), across a vast audience ranging from users, suppliers to exec, ensuring sure that they demonstrate and evaluate general performance (inc SLA's), end user satisfaction, service improvementand customer outcomes.
- Ownership of escalation processes and conflict resolution for any issues arising from escalation.
- Ensure services meet contractual SLAs and service performance is maximised against any agreed KPIs.
- Be an integral part of managing, reporting, and communicating to teams inclusive of mentoring, training, and performance management.
- Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times.
- Working with service teams, users and suppliers to optimise cross-functional collaboration and communication, including providing feedback and recognition.
- Ensuring services have viable Service Improvement Plans, and working with the suppliers, and team managers to implement them
- Leading management of service risks, ensuring that they are identified, managed, and have a clear outcome (such as minimised, eliminated, or accepted)
- Act as a supplier and demonstrate quality of service delivery and process across the team meets SLA, KPIs and business outcomes to the SIAM Manager.
- Visiting customer sites and regional offices, as required. Expectation is at least once a month.

Oscar Technology is acting as an Employment Agency in relation to this vacancy.

To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.



  • Doncaster, United Kingdom Lynx Recruitment Ltd Full time

    Lynx are currently working with a successful nationally renowned Construction company who are on the lookout for an experienced IT Service Delivery Manager. As the Service Delivery Manager, you will be representing the user and ensuring all IT functions deliver outstanding customer service. The Service Delivery Manager will continuously monitor IT support...


  • Doncaster, United Kingdom JJ Food Service Full time

    Customer Service Delivery Driver (7.5) Are you looking for a driver job with a great work-life balance? Do you have a friendly nature and enjoy meeting new people? Then this could be the job for you. At JJ Foodservice, we know life doesn’t revolve around work. That’s why our drivers have regular local delivery areas with no rotas, evenings, or...


  • Doncaster, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom Thornton Gregory LTD Full time

    I am working with a Global Travel business who are searching for a  Head of Service Delivery. We are looking for a  Head of Service Delivery  to revolutionise the teams and processes and create ONE cohesive team providing 24/7 support QA and supplier contract management for all applications and systems. Currently, support has traditionally involved...


  • Doncaster, United Kingdom PDS Medical Full time

    Come and join our fantastic team in Doncaster! The successful applicant will manage the Urgent Treatment Centres at Doncaster Royal Infirmary, Mexborough, and Same Day Health Centre in addition to incorporating Emergency Care Practitioners, Out of Hours, Wound care, and Clinical Assessment Services. Reporting directly to the Deputy Head of Urgent Care...


  • Doncaster, United Kingdom Primary Care Doncaster Ltd Full time

    Primary Care Doncaster (PCD) Limited is developing a wide range of support services to ensure good and effective delivery of its internal services and primary care services across the City of Doncaster. PCD provides working at scale opportunities and projects and is driven to respond to the numerous challenges that face general practice in today’s modern...


  • Doncaster, United Kingdom Primary Care Doncaster Ltd Full time

    Escalate matters as and when required to the appropriate PCD colleague Assist with working collaboratively with service delivery partners and sub-contractors to ensureseamless and high-quality patient care Matrix working with the other PCD Teams and colleagues Direct line management responsibility for members of staff as delegated to the postholder...


  • Doncaster, United Kingdom Primary Care Doncaster Ltd Full time

    Job summary Primary Care Doncaster (PCD) Limited is developing a wide range of support services to ensure goodand effective delivery of its internal services and primary care services across the City of provides working at scale opportunities and projects and is driven to respond to the numerouschallenges that face general practice in today's modern...


  • Doncaster, United Kingdom Read Hyundai Doncaster Full time

    We are looking to recruit for a Service Washer/ Delivery Parts to join our busy Aftersales team at Read Hyundai Doncaster. Reporting directly to the Aftersales Manager your key responsibilities will include; - Cleaning service vehicles - Delivery and collection of customers - Delivering parts - General site maintenance - weeding and general maintenance -...


  • Doncaster, United Kingdom Read Hyundai Doncaster Full time

    We are looking to recruit for a Service Washer/ Delivery Parts to join our busy Aftersales team at Read Hyundai Doncaster. Reporting directly to the Aftersales Manager your key responsibilities will include; - Cleaning service vehicles - Delivery and collection of customers - Delivering parts - General site maintenance - weeding and general maintenance -...


  • Doncaster, United Kingdom 737 Full time

    **Catering and Service Delivery Planner** **Doncaster** **Permanent** **Salary £24K - £28K DOE** 2Excel Aviation Ltd is an industry leader in specialised and innovative solutions for aviation’s most complex challenges. Our success is based on the talented and experienced people that make up our workforce. Broadsword, our VIP charter air service,...


  • Doncaster, United Kingdom 2Excel Aviation Full time

    **Catering and Service Delivery Planner** **Doncaster** **Permanent, F/T (Monday to Friday)** **£24K - £28K DOE** 2Excel Aviation Ltd is an industry leader in specialised and innovative solutions for aviation’s most complex challenges. Our success is based on the talented and experienced people that make up our workforce. Broadsword, our VIP charter...


  • Doncaster, Yorkshire, United Kingdom DFS Furniture Ltd Full time

    The Service Delivery team is the backbone of our IT operations, ensuring seamless day-to-day support across the entire group. They are the frontline heroes, tackling any IT requests or incidents that arise. As our new IT Service Manager, you will be the key liaison between IT services and all business areas. Your deep expertise in our processes will be...


  • Doncaster, United Kingdom NHS South Yorkshire Integrated Care Board Full time

    Job summary Doncaster has an exciting opportunity to offer people with contracting and transformation skills, looking to make a difference for our local population. We are developing our contracting and delivery team, recruiting to the 3 roles at the same time. This will give the post-holders an excellent opportunity to be at the forefront of...


  • Doncaster, United Kingdom Frian Web service Full time

    MINIMUM WAGE 40 HOURS PER WEEK HOURS 8AM - 7PM - TWO SHIFTS - 8AM - 4PM - 11AM - 7PM Working on a Rota Fantastic opportunity now available to join a close-knit team as Customer Service Advisor in Doncaster. You will be responsible to conduct a varied role which is likely to keep you challenged daily whether it be dealing with incoming enquiries providing...


  • Doncaster, United Kingdom Amazon.com Full time

    **Job title - **Customer Service Delivery Station Liaison - **Location** - DDN1 - IP2A DC (Jn. 2 M18), Ontario Drive, New Rossington, Doncaster, DN11 0BF - **Pay Rate** - £11.40 - **Shift**: Wednesday-Saturday 10:00-20:45 - **Contract**: Perm, Fulltime. - Our mission at Amazon is to be Earth’s most customer-centric company, and our award-winning Customer...