IT Service Delivery Manager - Daily Rate Contract - Hybrid-Working Model - NEW Role
The IT Service Delivery team are responsible for managing the relationships with both internal and external customers for all IT Operational Services and specifically:
* Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
* Ensure maximum consistency and efficiency across our service delivery functions.
* Support all IT technology teams for Incident management first, second and third line.
* Manage third party suppliers to ensure measurable quality, value and customer satisfaction in line with contractual support & maintenance agreements.
* Engage with and manage appropriately the relationships, processes and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.
* ISO/IEC 20000 standard requirements:
* Establish and document the SMS framework in line with ISO20000 requirements.
* Define scope, governance, and management responsibilities.
This is a challenging role requiring Broad IT technical aptitude and knowledge, business analysis skills and good communication across all levels of the business.
Expected Knowledge:
1 Strong working knowledge of ITIL practices in relation to incident management, request management, problem management, change control and continual service improvement
2 Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships
3 Thorough understanding of business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet business requirements
4 ITIL V4 qualifications
Skills:
* Strong customer and business focus
* Broad IT Technical Aptitude and Knowledge
* Strong business analysis & process mapping
* Strong communicator at all levels
* Takes ownership for delivering on promises
* Takes a flexible approach to their work, and will go the extra mile as required
* Keeps abreast of what is happening in their own area
* Reviews own work methods with a view to improving
* Results focused – able to determine the priorities and to deliver on them under pressure.
** Live Role - Apply for immediate consideration **
If you are interested in this role please apply or contact in strictest confidence.