Service Delivery Manager - ITSM, ITIL in Harlow - CV-Library

Service Delivery Manager - ITSM, ITIL £45,000 & Benefits

Harlow, Essex & Hybrid

Our client is looking for a Service Delivery Manager to join their Service Management team. You will be reporting into the Chief Technology Officer, the Service Delivery Manager will ensure services are delivered seamlessly to both internal and external customers and partners. This role will partner the rest of the IT team by helping align and embed the right practices, processes, tools, roles and responsibilities.

The role:

The key responsibilities you could be looking after include:

• Ensure the Team effectively provides Incident and Response service for Platforms and Applications.
• Ensure team members communicate the progress of Incidents effectively in accordance with the agreed SLA.
• Define, Manage and Improve the operating procedures and standards for the team.
• Manage relationships with key third party providers ensuring that the service they provide is in line with requirements and delivered to a high quality
• Ensure operating procedures and standards are upheld by all team members.
• Evaluate performance of team members and provide regular feedback.
• Carry out regular 1-1’s, and develop and manage team members appraisal and training plans.
• Coordinate incidents of both your team members but also cross functional teams through to resolution.
• Proactively seek opportunities to provide a continuously improving support service through process improvement, self service or automation.
• Establish and maintain excellent relationships with stakeholders and act as first level escalation.
• Ensure that a Knowledge Base is well maintained and that team members consult with, in order to resolve and manage incidents and service requests to achieve the team SLA’s.
• Participate in the Duty Manager rota and act as an escalation point out of hours for any major incidents.
• Contribute to the maturity of the ITSM processes.
• Track, review Service metrics and provide meaningful reports to management with a focus on being operationally excellent
• Other reasonable duties as required.

The ideal candidate:
Skills and competencies
• Excellent communication skills across all organisational and technical boundaries.
• The ability to listen effectively, understanding technical information clearly.
• Be known for taking ‘ownership’ of tasks, problems and incidents.
• Comfortable with ITSM tools such as ServiceNow and Jira.
• Excellent team and organisational skills, including the ability to host meetings, plan and manage resources (and suppliers) and ensure deadlines are met.
• Keep up to date with ITSM standard and processes within the industry.

Personal attributes:
• Self disciplined
• The ability to coordinate team members to resolve complex problems.
• Attention to detail
• The ability and willingness to communicate.
• Dedicated to continuously improving service.
• Passion for providing exceptional service.

Essential Knowledge and Experience:
Essential:
• Proficiency in MS Office (Excel, Word)
• Previous experience in team leading / line management
• Solid IT technical knowledge
• Previous experience in a customer facing / customer service / Service Management roles.

Preferred:
• ITIL V4.0 Foundation qualified
• Understanding of IT operations including Applications, Infrastructure Environment and Service Desks

Unfortunately, our client is unable to provide sponsorship for work permits. Please only apply if you have the right to work in the UK.

Job Type: Full-time

Pay: £42,500 - £45,000.00 per year

Benefits:
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free parking
• On-site parking
• Store discount