IT Service Delivery Manager

PIB Group have an exciting opportunity for an IT Service Delivery Manager to join our growing Group IT function
**Responsibilities: **
- Relationship Management of the Group third party IT help desk and all other external service delivery suppliers inherited through acquisition until migration.
- Service Delivery Management including:

- Demand Management (Requests, Incidents, Problem Management and Escalations)
- Change Management and Acceptance into Service
- Joiners / Movers / Leavers process
- Monitoring & Reporting, Auditing and Continuous Service Improvement
- Business Relationship Management as the interface between internal businesses and IT Service Management, responsible for building and maintaining strong working relationships and processes, including Stakeholder management, KYB, customer satisfaction and training and development
- Creation, communication and updating of all relevant IT governance frameworks, policies and rules
- Identification of key performance indicators, regular reviews of supplier performance against set KPI's and reporting against agreed service levels.
- Managing SLAs both internally and externally, and ensuring any breaches, failures or incidents are escalated and managed appropriately.
- Monitoring, auditing and management reporting on service performance, trend analysis, remedial activity and Service Improvement Plans.
- Planning, monitoring, and recording of all Continuous Service Improvement initiatives to include impact assessment and benefit delivery.
- Be the initial escalation point for all IT Service Management activity.
- Work alongside Finance to monitor spend for IT service delivery, track actuals against agreed budgets and provide input to any reforecasting activity.
- Effective delivery of results through others, including people management of other service delivery co-ordinators.

**Experience: **

Essential
- GCSE Maths and English (or equivalent)
- Degree level or equivalent demonstrable experience
- ITIL Certification
- Experience in a Service Delivery Management position
- Experience in Business Relationship Management
- Experience in a IT Service Desk Management

Desirable
- Any relevant vocational qualification (Project Management, Supplier Management, IT Service Delivery).
- Experience in Supplier Relationship Management
- Experience in Project Management
- Experience in IT Infrastructure and Cloud Migrations

**Further information**

As well as a competitive salary we offer the following benefits -
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Very generous maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products

We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more

If supporting the local community, engaging with charities and having the opportunity to 'give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.

We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose

PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development

PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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