IT Services Delivery Manager

1 month ago

Cambridge, United Kingdom Wellcome Sanger Institute Full time

Do you want to help us improve human health and understand life on Earth? Make your mark by shaping the future to enable or deliver life-changing science to solve some of humanity's greatest challenges.

We have an exciting opportunity for an **IT Service Delivery Manager **to join the Informatics and Digital Solutions (IDS) department.

You will have an opportunity to support large teams of scientists at one of the world's leading research institutes. We help deliver extraordinary improvements in human health.

**About the role**:
You will lead a team of skilled Service Desk specialists and System Administrators providing first and second line support to staff working across the whole of the Institute. You will work with other senior managers across IDS as the champion for service management and ITIL practices.

You will liaise with senior staff across the Institute acting as a point of escalation for service issues and be proactive in engaging with our users to promote our services.

**About you**:
You will be an experienced IT Service Delivery Manager with a track record of process improvement and business change. You will have implemented service management tools in similar sized organisations and be experienced in change management.

You will be a strong leader, providing clear direction to your direct reports and nurturing their career aspirations.

**About us**:
The culture of service management is embedded in the organisation, but our processes are in need of improvement. We are going through a change process, implementing a new service management tool and rolling out standardised processes across the department.

Service delivery is part of platform solutions, a section that delivers IT infrastructure to the organisation and you will be part of the team leading this endeavour.

**Essential technical skills**:

- Significant proven experience of providing a broad-based technical support IT service within a complex large scale service environment.
- In depth working knowledge/understanding of ITIL, preferably the ITIL 4 framework.
- Experience of contract, asset and license management.

**Competencies and Behaviours**:

- Ability to communicate effectively (verbally and written) with all levels of management and staff and clearly present ideas and solutions to more complex technical issues.
- Proven ability to influence and persuade.
- High level of problem solving/analytical skills.
- The ability to actively question and listen to be able to problem solve.
- Experience in driving and managing change in a complex organization.
- Develops and maintains effective working relationships with stakeholders, customers and cross-functional teams with an approach that is open, flexible, and transparent to identifying solutions with a personal ethos of continuous improvement.

**Application Process**:
**Other information**:
We support flexible and hybrid working, although we would anticipate that this role would need to be on-site at least two days per week.

**Salary range**:£55,362-£66,435 (dependant on skills and experience)

**Contract Type**: Permanent

**Closing Date**:30th September 2023

**Working at Wellcome Sanger**:
Our flexible-hybrid working environment is designed to support a healthy work-life balance. This means you can work flexibly with a combination of working from home, and working from our Campus to allow you to focus on being productive and part of the team while enjoying the benefits of working flexibly.

We aim to attract, recruit, retain and develop talent from the widest possible talent pool, thereby gaining insight and access to different markets to generate a greater impact on the world. We have a supportive culture with the following staff networks, LGBTQ+, Parents and Carers and Race Equity to bring people together to share experiences, offer specific support and development opportunities and raise awareness. The networks are also a place for allies to provide support to others.

We want our people to be whoever they want to be because we believe people who bring their best selves to work, do their best work. That's why we're committed to creating a truly inclusive culture at Sanger Institute. We will consider all individuals without discrimination and are committed to creating an inclusive environment for all employees, where everyone can thrive.

**Our Benefits**:
We are proud to deliver an awarding campus-wide employee wellbeing strategy and programme. The importance of good health and adopting a healthier lifestyle and the commitment to reduce work-related stress is strongly acknowledged and recognised at Sanger Institute.

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