IT Service Delivery Manager
3 days ago
Location: Lincoln
Hours: 39 hours per week - hybrid after probation
Grade and Pay: c. £75k per annum
Reports to: Head of Group Services
Purchasing Authority: Agreed and set annual revenue and capital budget responsibility.
Job SummaryThis role will oversee several key functions within the IT Team: Infrastructure, Cyber Security, Support, and Service Desk.
The successful candidate will enable the delivery of a high-quality service to colleagues across the business and ensure that service delivery processes are in place to meet the needs of the business.
Key Responsibilities- Maintaining a high performing service function across the IT disciplines.
- Take ownership of major incidents and ensure that they are appropriately communicated, resolved, and reviewed in terms of root cause.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Be accountable for the quality of service and performance.
- Ensure that future demand from growth and projects is understood and factored into capacity plans.
- Lead internal and third-party service review meetings covering performance, service improvement, quality, and processes.
- Lead the management of our technology environment and ensure that all equipment is built and maintained to a high standard of performance and security.
- Oversee the development and implementation of an ISMS strategy and supporting policies and ensure cyber security controls are in line with business risk.
- Ensure that patching and antivirus updates are applied and managed by the team.
- Liaise with our Learning & Development team and help to educate colleagues on the use of available technology.
- Be responsible for the life-cycle management of IT assets including hardware, software, licenses, and warranties.
- Ensure the business has appropriate contracts in place with suitably qualified providers to deliver, support, and maintain our IT infrastructure.
- Negotiate/re-negotiate contracts ensuring best value is achieved and evidenced.
- Recommend budgets and monitor spend, highlighting any expected significant deviation.
- Provide guidance, coaching, and mentoring to team members.
- Produce reports and updates for presentation to other senior leaders and society board on technical topics.
- Support the wider IT team on technical issues.
- Experience of managing IT Service Delivery across a multi-site business.
- Experience and confidence in a fluid working environment, with the experience to impose order and structure.
- Experience in managing external service providers.
- Experience setting and managing budgets.
- Awareness of ITIL / ITSM / SDI. (Formal qualifications in any of these is Required).
- Service focused – understands the needs of the business and the customer.
- Systematic and methodical.
- Creative, innovative with a thirst for knowledge.
This role will be recognized as deputy for the Head of Group Services in the event of critical incidents.
Package and Benefits:
- Discretionary colleague bonus twice yearly
- Pension contribution of up to 12% of salary
- Colleague discount across our family of businesses
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