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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.

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