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IT Service Delivery Manager

2 months ago

Leeds, Leeds, United Kingdom Evri Full time

About Evri

Evri is a leading company in creating responsible delivery experiences for everyone, everywhere. We're a kind, ambitious, and diverse team that supports and encourages each other. Our people are essential to our business, and we strive to do our best for our customers and clients.

Job Summary

We're recruiting for an IT Service Delivery Manager to support our Service Delivery Management team and ensure that our IT Services deliver consistent value to the Evri organization. The IT Service Delivery Manager is responsible for the management of critical IT services, the day-to-day management of strategic IT vendors, and for developing and maintaining relationships with key operational departments.

Key Responsibilities

  • Act as a Trusted Advisor
    • Support stakeholders with proposed changes.
  • Manage Service Improvement Plans
    • Manage 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.
    • Review Service Impact Assessments and offer feedback to project initiatives.
  • IT Vendor Management
    • Support the management of day-to-day performance of IT vendors.
  • Collaboration and Communication
    • Work closely with other IT Service functions and provide feedback to Evri business stakeholders.
    • Ensure that business changes are communicated to IT Service Senior Management Team.
  • Service Reviews and Reporting
    • Conduct regular service reviews with key stakeholders to promote IT service performance and capture and service improvement opportunities.
    • Support with performing regular review of IT Problem Management activities and ensure problems are appropriately prioritized based on business knowledge of impact.
  • Operational Meetings and Documentation
    • Attend operational business meetings where IT input is required.
    • Develop excellent relationships with key business stakeholders.
    • Contribute to reporting packs to share with stakeholders that clearly articulate IT performance.
  • Change Management and Risk Identification
    • Be responsible for a small change process for requests in your business areas.
    • Identify and centrally document any business and IT risks that are likely to impact IT Service.
  • Incident and Problem Management
    • Provide input to the IT Incident and Major incident lifecycle where specific operational knowledge and impact is necessary.
  • Training and Documentation
    • Working closely with the IT Service Desk Escalation Manager to ensure most escalations are handled successfully within the Service Desk.
    • Ensuring high impact/urgent escalations are managed either directly or through the Incident Management team.
    • Ensure colleagues in IT have a good understanding of operational processes by arranging training sessions and providing documentation.
  • Business Process Understanding
    • Understand key business process and operations. Be able to contribute to initiatives that impact the business from an IT point of view.
  • Change Review and Portfolio Management
    • Attend CAB and ensure business impact is articulated as part of the change review process. Communicate any relevant changes to stakeholders.
    • Support the management of the IT Service Portfolio for all live IT services.

Requirements

You will be a personable individual with excellent relationship management skills and confident in written and spoken English. You will also have the ability to create rich reporting in PowerPoint and excellent presentation skills.

You will also have;

  • 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.
  • ServiceNow dashboard generation.

About Evri

We know we only grow if our people do too. That's why 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. We're committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.

We are Evri. Where everyone is welcome.

We're excited for the future. Let's deliver it together.