IT Service Delivery Manager
3 weeks ago
Location: Chippenham, with flexible work-from-home options.
We are seeking a highly skilled IT Service Delivery Manager to join our team at Global Technology Solutions Ltd.
About the RoleThis position involves overseeing the service team, ensuring high-quality service delivery, rapid incident response, and robust platform operations.
- Responsibilities include ITSM management through Jira, ServiceNow platform administration on AWS, and leading continuous improvement initiatives to elevate service performance.
We offer a competitive salary of £45,000 - £55,000 per annum (dependent on experience, industry-benchmarked).
- Additional benefits include:
- Private healthcare
- Unlimited holiday policy
- In House training, accessible during work hours
- Auto-enrolment pension scheme
- Balanced, high-performance culture with employee socials and events
- Lounge area, bar, plus free cake and fruit
- Staff and customer referral schemes
- Lead the Service Desk team, ensuring top-quality end-user support through Jira ITSM to manage incidents, requests, and problem records, maintaining SLAs and KPIs.
- Oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
- Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
- Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
- Customize ITSM processes in Jira and ServiceNow to align with MOD standards, continuously improving workflows and adhering to ITIL best practices.
- Collaborate on service enhancement initiatives, tracking and optimizing processes with DevOps and SOC teams to support a high-security environment.
- Jira ITSM Proficiency: Skilled in managing incidents, requests, changes, and problem records with full compliance to SLAs and ITSM practices.
- ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
- AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
- Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
- Leadership: Strong leadership and collaboration skills to drive service improvements and stakeholder engagement.
- ITIL Certification: ITIL v3/v4 certified, with a focus on Incident, Change, and Service Management.
- MOD Framework Knowledge: Familiar with MOD's SIAM framework and Defence Service Management Framework.
- AWS IAM and RDS: Experience in AWS IAM for secure access and AWS RDS (e.g., MariaDB) in ServiceNow.
- Security and Optimization: Knowledge of NGINX for traffic routing and managing access in secure environments.
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