IT Service Delivery Manager

Our client is looking for an IT Service Delivery Manager, who enables the delivery of high-quality IT services to end users, and who ensures that IT Services Support and Service Delivery processes are in place to meet business needs.

This position is a stakeholder facing role and requires the establishment and management of expectations within the business and drives the IT team to achieve those expectations to a high standard.

The IT Service Delivery Manager is 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.

Your main responsibilities will include:

SERVICE MANAGEMENT

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 minimized 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.
Managing/Directing the vendors involved in service delivery according to SLAs and contracts.
Drive internal and third-party service review meetings covering performance, service improvements, quality and process.

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
KPI’s
Service Levels according to agreements
End user satisfaction