IT Service Delivery Manager

4 days ago


Worthing, United Kingdom Intersect Global Ltd Full time

A major essential services, infrastructure provider are have an opportunity for an IT Service Delivery Manager to join their team in Sussex
The business has recently secured investment and are in the process of undergoing significant change to improve their delivery and environmental output.
At a time of major and pioneering technical transformation, the IT Change and Release Manager will manage and maintain an established change management processes and design a new release management process.

The role is contracted at 37 hours per week, hybrid working with an expectation that the IT Service Delivery Manager will be in he office 1-2 times a week.
- As their IT Service Delivery Manager, you will join them on their super exciting IT transformation journey.
- You will be responsible for ensuring that their end-to-end services are defined, measured, reported, and continually improved to meet the evolving needs of the business.
- You will play a critical role as part of their Major Incident Management team ensuring prompt resolution of Major Incidents and appropriate business communication.
- You will also be playing a leading role in helping them update and improve our services to their end users

Your responsibilities will include:

- Accountable for the delivery of the end-to-end IT Services, within their portfolio, provided by both SW IT and its external Service delivery partner (Dealing and Managing with major incidents that affect the running of the department, the business andsubsequently SW customers.
- Management of Major Incidents, P1 and P2’s through to Service restoration and Incident resolution - covering an out of core hours rota 24 x 7
- Accountable for all Major Incident communications into the business ensuring reports communicated in a language the business understands.
- Management of performance against agreed OLA’s, SLA’s and Key Performance Indicators (KPIs); agreeing service improvement plans, as required, with the service delivery partners and SW IT Support teams
- Provide Support in projects; developing a strong understanding of projects impacting their service area to ensure that new services are transitioned to live service with little or no disruption; chairing Service Acceptance Board (SAB) meetings and makingthe formal decision on Service go 'Live’

About you:
Coming from a background in IT Service Delivery Management or a Service desk team lead you will be extremely customer focused, have excellent communication and stakeholder management skills and be passionate about service improvement. Working knowledge ofITIL is essential (certification is desirable) as is experience of writing and rolling out new and improved IT service processes and risk management.

Your benefits will include:

- Company and performance-related bonus
- Generous pension with up to 11% company contribution
- Life assurance payment equal to four times your annual salary
- Health benefits through a Cash Plan
- Free onsite carpark
- Canteen onsite
- Two paid community volunteering days a year
- 25 days annual holiday
- Occupational health service



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