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IT Service Delivery Manager
2 months 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 SummaryWe are seeking an experienced IT Service Delivery Manager to 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- Maintain a high-performing service function across the IT disciplines.
- Take ownership of major incidents and ensure they are appropriately communicated, resolved, and reviewed.
- 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 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 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, ensuring cyber security controls are in line with business risk.
- Ensure patching and antivirus updates are applied and managed by the team.
- Liaise with our Learning & Development team and help 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 to achieve best value and evidence.
- 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 ability to impose order and structure.
- Experience in managing external service providers.
- Experience setting and managing budgets.
- Awareness of ITIL / ITSM / SDI, with formal qualifications in any of these required.
- Service-focused, understanding the needs of the business and the customer.
- Systematic and methodical.
- Creative, innovative with a thirst for knowledge.
This is a fantastic opportunity to join our team and contribute to the success of our business.
