Senior Service Delivery Manager

1 month ago

Croydon UK, London, United Kingdom Mastek Full time

Responsibilities

Act as an SME across Service Management covering:

Service Transition Management/Planning

Service Design Management

Business Change Readiness

Service Governance and Assurance

Major Incident Mgt

Risk Mgt

Service Level Management

Service Continuity

Capacity Management

Provide on call rota cover for Major Incident Management

Deliver client satisfaction and maintain client communication.

Identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses to achieve excellent user outcomes

Communications, stakeholder engagement and management, change network set up and management to ensure readiness as Relying Parties are on boarded or transformation activities are rolled out. This includes communicating and promoting successes across all parties.

Be comfortable dealing with ambiguity and able to elicit the necessary information from the Mastek workstream leads and wider HADES stakeholders, customers and suppliers, to understand the wider context

Ensure that a set of IT products, suppliers and vendors and ITIL best practices come together to deliver an IT service

Identify areas where continual service improvement can be applied, oversee implementation of resulting change and measure the level of improvement

Be the bridge between Mastek Delivery and L3 Support therefore ensuring any new services delivered can be effectively supported by Mastek L3 Engineers.

Co-ordinate all stakeholder reporting packs for ACC each month, and presenting at the appropriate meetings

Perform trend and root cause analysis to identify any CI improvements. Work with L3 engineers to identify any process improvements

Co-ordinate across IT operations and manages the acceptance criteria for any changes within the area. Validate changes against the acceptance criteria, gathering evidence and creating materials as necessary

Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met

Responsible for all relevant accounting and auditing duties including proactive inputting into sustainability, cost optimisation and investment decisions as required

Working effectively across more than one supply channel (eg internal developers, client, 3rd party test assurance) to deliver a One HADES team experience across cases and incidents

Work collaboratively in a group, actively networking with others to deliver high impact, complex change safely in to live

Role Requirements

SC eligible

Experience / Education

Educated in Computer Sciences or have operated at this level of complexity in a workplace environment MANDATORY

Customer-service oriented with a problem-solving attitude MANDATORY

Be an advocate of ITIL best practice processes within the business MANDATORY

ITIL V3 Certification DESIRABLE

ITIL V4 PREFERRED

Previous experience of working in a customer facing environment MANDATORY

Solid technical background with an ability to give instructions to a non-technical audience

Hands on experience ITSM software

Key Generic Competencies

Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances

Customer focused

Ability to collate, digest and report on complex data sets from multiple sources e.g. KPI's, SLAs

Dedicated to reach and maintain high quality standards

Ability to work collaboratively, as part of a team

Confident demeanour

Organisational, time management, work prioritisation skills

Ability to work on own initiative

Excellent written and verbal communications skills

Problem solving skills i.e. can think creatively to solve problems

Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required

Dedicated to reach and maintain high quality standards

Ability to work flexibly according to business requirements

Ability to work collaboratively, as part of a team

Fluent in written and spoken English

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