Service Delivery Manager  

- Oversees a number of key functions within the IT department that enable the delivery of a high quality service to end user.

- To ensure Service Support and Service Delivery processes are in place to meet business needs.

- Stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard

- Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support

- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed

- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

- Drive internal and third party service review meetings covering performance, service improvements, quality and processes

- Keeps current with industry trends, quality initiatives and technology developments.

- Coordinate with pricing, recruiting, contracts, and creative services to ensure a timely and on-target submission

*Meeting Support

- Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability

- Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

*Technical

- Lead the Desktop Management team to continually improve the desktop computing environment

- Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

- Ensure that patching and anti-virus updates are carried out promptly and effectively

- Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment

*Performance & Quality

- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

- Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

- Provide regular and accurate management reporting on IT Service performance

- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

- Bachelor’s in Computer Science or related field or equivalent experience.

- 7+ years of experience in the information technology field.

- Legally able to work in the country in which the position is based

- A passion for Service Improvement

- Experienced Service Management professional

- ITIL Qualified

- Previous experience as a Team Lead or demonstrable experience in leading virtual teams

- Experience of managing 3rd parties and 3rd party delivered services

- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

- Expert knowledge of ITIL disciplines

- Excellent leadership and people management skills

- Excellent written and verbal communication skills

- Willingness to support and mentor junior staff

- Excellent customer facing/customer service skills

- Able to work under pressure and meet deadlines

- Able to demonstrate a high degree of flexibility including shift and out of hours working

· Ability to successfully implement and control budgets.

- Excellent organisational skills

- Able to manage sensitive and sometimes confidential information

- Self-motivation and able to take responsibility

- Able to manage and prioritise and tasks and time efficiently

- Able to demonstrate initiative and a proactive approach to daily tasks