IT Service Delivery Manager

2 months ago

Handforth, Cheshire East, United Kingdom Vets for Pets Full time

**Job Summary**

We are seeking a dynamic IT Service Delivery Manager to be the primary point of contact for our Vets at Home Retail Technical Services.

This role provides Service Management for Retail services delivered from IT Service Delivery. This includes owning the relationships with third-party IT partners, managing contracts for services, renewals, and Service Improvement Plans, as well as delivering the strategy for the operational services delivered to support Retail colleagues.

**Key Responsibilities**

  • Act as the primary point of contact for our Vets for Pets function, ensuring high levels of customer service and cost-effectiveness in IT service management and operations.
  • Manage relationships with third-party IT partners, overseeing contracts, renewals, service reviews, and service improvement plans.
  • Monitor and manage KPIs produced by the IT service and operations team, maintaining consistent performance levels.
  • Collaborate with other IT Service Managers to drive Service Improvement Plans.
  • Serve as a key conduit for incident resolution and prioritize continuous service improvement.
  • Collaborate with IT and business teams to address key service challenges and prioritize improvements.
  • Potential for on-call duty as an escalation point within our senior IT Service Operation team.

**Business Partnering**

  • Support our Technology Business Partner in developing technology strategy, solution discovery, risk management, and relationship management.
  • Embed within the Vets for Pets management team as a trusted technology advisor.
  • Translate business area strategy into clear requirements for IT teams to deliver high-quality solutions and services.
  • Represent IT capacity to ensure understanding of service expectations within the business area.

**Project Delivery**

  • Support project activity within the delivery teams.
  • Collaborate with the business analysis team to articulate, prioritize, and understand project requests.
  • Mitigate change delivery risks, including quality assurance and business risk assessment for go-live.
  • Provide guidance and oversight to change teams delivering for the business area.

**Requirements**

  • Extensive experience in service management, partner management, people management, and project delivery.
  • Ideal experience in a clinical environment.
  • Proficiency in managing technology service delivery within a complex business operating environment.
  • Customer-oriented approach with a focus on outcomes.
  • Proven experience in IT Service Management with business relationship or project/portfolio management experience.
  • Thorough understanding of technology and its application to business challenges.
  • Strong communication skills with the ability to articulate strategies, visions, and desired outcomes.
  • Ability to engage and influence key stakeholders.

**Preferred Qualifications**

  • ITILv4 certification is preferred.

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