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Service Delivery Manager

3 months ago

StokeonTrent, United Kingdom Atlanta Group Full time

As a Service Delivery Manager reporting to the Director of IT Operations, you will be responsible for the leadership of the Service Protection Analysts and co-ordinating effective service management processes, to protect and improve service level requirements.

How will you do this?

• Improve process compliance and efficiency. Embed service management processes and improve maturity. Drive process quality as defined by expected process outcomes, customer alignment and business value through measurement of overall effectiveness.

• Be responsible for protecting service operations through change control and governance. Collaborating with operations teams to identify and resolve the root causes of service performance failures, and to drive service improvements.

• Ensuring smooth transition of project change in to live service.

• Ensuring Technology meet business customers functional and technical performance requirements, through cataloguing services in line with an agreed service level framework, with agreed documented SLAs and service reporting.

• Managing risks that could undermine the delivery of agreed service levels, and planning for the recovery of IT services to reduce business disruption.

You should have the following experience :

- Solid experience of IT Service Management delivery across key disciplines

( Incident , Problem , Change )

- Experience running a multi-disciplined service delivery team within a regulated business

- Strong Risk Management understanding and ability to coordinate activities

- ITIL Foundation V3 or V4

- Ability to inspire and lead on local level roadmaps.

- Demonstrable knowledge and experience of implementing ITIL Best practice

- Experience with Agile development and project methodology

- Ability to work in dynamic, fast-paced, delivery-oriented environment.

- Ability to coach & mentor to create a high performing team

- Experience of managing major incidents in multi tier environments

- Strong 3rd Party management skills in the provision of IT Service Delivery

- Effective communication and documentation skills

- Functional knowledge of cloud infrastructure

- Knowledge of ServiceNow Automation.