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IT Service Delivery Manager
2 months ago
At Evri, we're committed to delivering exceptional customer experiences through our innovative logistics solutions.
We're seeking a highly skilled IT Service Delivery Manager to join our team and play a key role in ensuring the smooth operation of our IT services.
The successful candidate will be responsible for managing critical IT services, developing and maintaining relationships with key operational departments, and ensuring that our IT services deliver consistent value to the Evri organization.
Key Responsibilities:
- Strategic IT Vendor Management: Manage the day-to-day operations of strategic IT vendors and ensure that they meet the required service levels.
- Service Improvement Planning: Develop and implement service improvement plans for key business areas, IT services, and IT vendors.
- Service Design and Transition: Complete service design and transition activities in line with ITOM processes and ensure that business changes are communicated to IT Service Senior Management.
- Service Review and Reporting: Conduct regular service reviews with key stakeholders to promote IT service performance and capture service improvement opportunities.
- IT Problem Management: Support the management of day-to-day performance of IT vendors and ensure that problems are appropriately prioritized based on business knowledge of impact.
- Operational Meetings: Attend operational business meetings where IT input is required and provide feedback to Evri business stakeholders.
- Relationship Management: Develop excellent relationships with key business stakeholders and contribute to reporting packs to share with stakeholders that clearly articulate IT performance.
- Change Management: Be responsible for a small change process for requests in your business areas and identify and centrally document any business and IT risks that are likely to impact IT Service.
- Incident Management: Provide input to the IT Incident and Major Incident lifecycle where specific operational knowledge and impact is necessary.
- Training and Development: Ensure that colleagues in IT have a good understanding of operational processes by arranging training sessions and providing documentation.
- Business Process Understanding: Understand key business processes and operations and be able to contribute to initiatives that impact the business from an IT point of view.
- Change Review Process: Attend CAB and ensure business impact is articulated as part of the change review process.
Requirements:
- Personable Individual: A personable individual with excellent relationship management skills and confident in written and spoken English.
- Technical Skills: Previous experience in IT technical roles desirable, excellent knowledge of all ITIL processes, educated to degree level or can demonstrate equivalent experience, ITIL 4 or ITIL V3 Foundation minimum, ability to manipulate data in Excel, ServiceNow report queries, and ServiceNow dashboard generation.
We're committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves. We're on a journey to better represent the customers we serve around the UK and ensure that each person at Evri is valued for who they are, and what they bring to our business.
