Service Delivery Lead

3 weeks ago

Manchester, United Kingdom Ardonagh Advisory Full time

As a Service Delivery Manager at Ardonagh Advisory, you will lead a team of Service Protection Analysts and oversee effective service management processes to ensure the delivery of high-quality IT services.

Your primary focus will be on enhancing process efficiency and compliance within our IT operations. You'll drive continuous improvement initiatives, ensuring alignment with industry best practices and customer expectations. This includes:

  • Process Optimization: Embed robust service management processes and elevate their maturity level. Continuously monitor and measure process effectiveness to identify areas for enhancement.
  • Service Protection & Governance: Implement rigorous change control procedures and governance frameworks to safeguard service operations. Collaborate with operational teams to proactively identify and resolve root causes of service performance issues, driving continuous service improvement.
  • Transition Management: Ensure seamless transitions of project changes into live service environments, minimizing disruption and ensuring smooth operation.
  • Service Level Management: Define and maintain clear service level agreements (SLAs) aligned with business requirements. Monitor service performance against these SLAs and implement corrective actions to ensure adherence.
  • Risk & Recovery Planning: Identify potential risks that could impact service delivery and develop comprehensive mitigation strategies. Establish robust recovery plans for IT services to minimize business disruption in the event of unforeseen circumstances.

To excel in this role, you will possess:

  • Proven experience in delivering IT Service Management across key disciplines (Incident, Problem, Change).
  • Experience leading multi-disciplinary service delivery teams within a regulated environment.
  • Strong risk management understanding and the ability to coordinate risk mitigation activities.
  • ITIL Foundation V3 or V4 certification.
  • Demonstrated knowledge and experience implementing ITIL best practices.
  • Familiarity with Agile development methodologies.
  • Ability to thrive in a dynamic, fast-paced environment.
  • Proven coaching and mentoring skills to foster a high-performing team.
  • Experience managing major incidents in multi-tier environments.
  • Strong third-party management skills in the provision of IT service delivery.
  • Excellent communication and documentation skills.
  • Functional knowledge of cloud infrastructure.
  • Knowledge of ServiceNow Automation.

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