IT Service Delivery Manager

4 weeks ago


Stevenage, Hertfordshire, United Kingdom Gold Group Full time
Job Title: IT Service Delivery Manager

Contract Length: 12 Months

Key Skills: Service Delivery, Engineering, Defence, ITEL Version 3, ITEL Version 4, Information Management, RFI, RFP

Job Summary: We are seeking an experienced IT Service Delivery Manager to lead our Service Delivery Team and drive the delivery of high-quality IT services to our customers.

Key Responsibilities:

  • Manage IT workplace services through effective contract management with suppliers, addressing incidents and requests, and escalating issues when necessary.
  • Be a visible and approachable point of contact for users, managing service issues and maintaining customer confidence.
  • Oversee IT Customer Services and Infrastructure performance against SLAs, taking corrective actions when required, and providing feedback to Line Management.
  • Manage Customer Service Reviews with customers and suppliers, ensuring successful delivery of services and identifying value-add activities.
  • Identify areas for service improvement and develop improvement plans in collaboration with the wider Service Delivery Team.
  • Assist in contract renewal and negotiations for Customer Service and Infrastructure management.
  • Support the administration of IT services, including mobile telephony billing, eRequisitions, e-catalogue management, and maintaining the intranet.
  • Collaborate with the CS&I Programmes and Solutions teams to support project delivery, escalate issues, and offer pragmatic solutions.
  • Contribute to Incident, Change, and Problem Management processes, helping prevent business interruptions.
  • Work closely with the Facilities Management team on site moves and redevelopments, ensuring uninterrupted service delivery.

Requirements:

  • Strong customer care skills, with experience supporting business-critical users.
  • Proven contract and supplier performance management skills, with a focus on building strong partnership relationships.
  • Broad understanding of IT technologies and services across different sectors.
  • Knowledge of Commercial, Customer Support, Manufacturing, Technical, Engineering, and HR activities, especially in relation to IT support.
  • Familiarity with RFI/RFP activities and contract client is keen to get this position filled ASAP, so if you feel you have the skills and desire to provide passion and drive as the next IM Service Delivery Manager, this is the opportunity for you

About Us: Gold Group is a well-established, renowned, globally recognised organisation working with experts in their field. We are committed to delivering innovative solutions and pioneering projects.

Security Clearance: Security Clearance (SC) or eligibility to gain is required to be considered for this vacancy.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.

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