Service Delivery Manager

2 weeks ago

Kings Hill, Kent, United Kingdom Charities Aid Foundation Full time

Job Title: Service Delivery Manager

Job Summary:

We are seeking a highly skilled Service Delivery Manager to join our team at Charities Aid Foundation. As a Service Delivery Manager, you will be responsible for overseeing the entire lifecycle of key ITIL practices, ensuring timely resolution and fulfillment in alignment with service level agreements (SLAs).

Key Responsibilities:

  • Manage IT Operations: Oversee the entire lifecycle of key ITIL practices, including Incident, Problem, Change, Asset, Transition, and Service Request management.
  • Manage End-to-End Service Provision: Act as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies.
  • Manage Service Communications: Provide regular incident and maintenance updates, as well as reports to Senior Management on all aspects of service performance.
  • Manage SLAs and Develop Service Excellence: Regularly attend internal and external service review meetings to ensure transparency and timely communication on any issues.
  • Develop and Maintain Strong Relationships: Collaborate with customers and suppliers to ensure effective collaboration and service delivery.
  • Strategic Planning and Resource Allocation: Plan and schedule resources to ensure optimal efficiency and project success.
  • Incident Management: Participate in an Incident Management team rota, providing critical support outside of core business hours.
  • Consultative Input: Work closely with business stakeholders to provide consultative input on solution changes, updates, and upgrades.

Requirements:

  • Proven Experience: Proven experience of managing IT services throughout the entire service lifecycle, ensuring end-to-end delivery and support.
  • Communication Skills: Demonstrate a high level of proficiency in both written and spoken communications.
  • Problem-Solving Skills: Able to perform under pressure by maintaining clarity and logical thinking in challenging situations.
  • Research and Analysis: Demonstrate ability to research topics thoroughly, with a strong commitment to driving continuous improvement.
  • Complex Issue Resolution: Skilled in addressing complex issues and breaking them down into clear, manageable components.
  • Adaptability and Flexibility: Demonstrate flexibility in approach and thrive in a dynamic organizational structure, balancing teamwork with self-sufficiency as needed.
  • Initiative and Drive: Strong initiative and drive, with a proactive attitude, eagerness to learn, and a personable nature.
  • Attention to Detail: Exhibit a meticulous approach with a strong focus on quality, and the ability to work effectively with minimal supervision.

What We Offer:

  • Hybrid Working: Permanent hybrid ways of working where roles allow.
  • Competitive Benefits: Six weeks holiday plus bank holidays, a wide range of development opportunities, pension scheme with better-than-market employer contribution options, and social impact benefit schemes.

About Us:

At Charities Aid Foundation, we accelerate social progress by providing essential connections between donors, charities, and communities. We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Diversity and Inclusion:

We know that the more diverse and inclusive our organisation becomes, the more creative, effective, and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.

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