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Service Delivery Manager
2 months ago
About the Role
We are seeking a highly skilled Service Manager to represent Royal Mail in the delivery of all existing and new IT Services that support the company's business. As a Service Manager, you will be responsible for ensuring that Royal Mail's IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation, and the Suppliers.
Key Responsibilities
- Manage the day-to-day delivery of IT Services, establishing excellent relationships with customers, suppliers, and business stakeholders.
- Oversee the investigation, diagnosis, and coordination of resolution and recovery actions for all High Priority Incidents, ensuring the business impact is understood and effectively communicated to all business stakeholders.
- Drive and deliver the product of root cause analysis and remediation actions for all High Priority incidents and support the Major Incident Management Process within Royal Mail.
- Analyse performance data and service monitoring capabilities to identify trends, underlying issues, and services that need improvement and propose appropriate remediation to the relevant Senior Service Manager.
- Present the performance management reports from Service Providers in a format that provides insight and allows effective, informed management decision making and awareness.
About You
You will have the ability to create collaborative virtual teams across multiple suppliers to deliver high levels of service and availability, also building collaborative working relationships across Technology and the business. You will deliver key components for the service introduction processes and provide accurate reporting of IT service performance levels, responsible for identifying opportunities to improve the effectiveness and efficiency of the RMG IT services.
Requirements
- Strong analytical capabilities and excellent communication skills.
- An excellent track record of managing suppliers in reaching successful outcomes.
- Experience in Service Management and Service Level Agreements and working in an ITIL compliant environment (ITIL qualified).
About Us
Royal Mail Group is changing fast – and you could be right at the heart of that change. Our large and growing team of technology specialists is involved in creating an exciting new future for the business. The ambitions are considerable. We're investing £600 million in technology to help over 150,000 Royal Mail Group employees work smarter and developing innovative new products and services that will drive our future success.
We are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.
We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.
