IT Service Delivery Manager

4 days ago

West Malling, Kent, United Kingdom Tiger Resourcing Group Full time £65,296
Job Title: IT Service Delivery Manager

We are seeking a highly motivated and experienced IT Service Delivery Manager to join our Service Management team at Tiger Resourcing Group. As a key member of our team, you will play a fundamental role in maintaining and improving service and relationships.

Job Summary:

As our IT Service Delivery Manager, you will be responsible for overseeing the entire lifecycle of key ITIL practices, including Incident, Problem, and Change Management. You will work closely with our business users and other IT Service teams to deliver first-class Service Management.

Key Responsibilities:
  • Manage IT Operations: Oversee the entire lifecycle of key ITIL practices, ensuring timely resolution and fulfillment in alignment with service level agreements (SLAs)
  • Manage End to End Service Provision: Act as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies
  • Manage Service Communications: Provide regular incident & maintenance updates as well as reports to Senior Management on all aspects of service performance
  • Manage SLAs and develop service excellence: Regularly attend internal and external service review meetings
  • Develop and maintain strong relationships with customers and suppliers to ensure effective collaboration and service delivery
  • Strategically plan and schedule resources to ensure optimal efficiency and project success
  • Be a part of an Incident Management team rota providing critical support outside of core business hours
  • Work closely with business stakeholders to provide consultative input on solution changes, updates, and upgrades
Requirements:
  • Proven experience of managing IT services throughout the entire service lifecycle, ensuring end-to-end delivery and support
  • High level of proficiency in both written and spoken communications
  • Ability to perform under pressure by maintaining clarity and logical thinking in challenging situations
  • Ability to research topics thoroughly, with a strong commitment to driving continuous improvement
  • Skilled in addressing complex issues and breaking them down into clear, manageable components
  • Flexible approach, able to thrive in a dynamic organizational structure, balancing teamwork with self-sufficiency as needed
  • Strong initiative and drive, with a proactive attitude, eagerness to learn, and a personable nature
  • Meticulous approach with a strong focus on quality, and the ability to work effectively with minimal supervision
Benefits:
  • Permanent hybrid ways of working where roles allow
  • Six weeks holiday plus bank holidays
  • A wide range of development opportunities to support personal and professional growth
  • Pension scheme with better-than-market employer contribution options
  • Social impact benefit schemes

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