Service Delivery Manager ( Networl & Hosting )

RH Technology
£45k - £55k pa
09 Feb 2017
09 Mar 2017
Contract Type
Full Time
Service Delivery Manager

Emerson's Green, Bristol. Up to £55,000

The Service Delivery Manager proactively manages and develops the IT production services provided within IT Shared Services division. The role is responsible for the alignment of IT Shared Services production services with business and IT strategic goals.

The Service Delivery Manager is aligned to a business unit or group to manage the relationship and services being delivered to them. You will have responsibility for the quality of service delivered, including service levels, reporting and governance, and relationship management. You will be fully aware of ITIL and the latest thinking in IT Service Delivery.

The role will be focused on the delivery of all Applications and Business Intelligence services across the group. This includes:

Apps: SAP, Oracle, MS, 3rd Party apps, Bespoke Apps

BI: Supporting the collection, analysis, presentation and dissemination of business information

The role:

- Take responsibility for the quality and performance of services delivered from Shared Services.
- Ensure that ITSS ( IT Shared Service) delivers against agreed commitments, improve customer satisfaction, maintain high standards and ensure services are cost effective
- Constantly review operational/service performance on the business service; taking the lead in 'service' related problems/issues and interfacing with Group and Group IT teams.
- Ensure that Problems and Incidents are managed effectively, that SLA's are achieved and client expectations are met (or exceeded)
- Maintain the systems, processes and methodologies, required to effectively monitor, control and support the delivery of services is in place and operate effectively
- Chair service review meetings; areas covered will include performance reports, service improvements, quality and processes.
- Provide and maintain a process for risk analysis regarding quality of service, and work with internal and external auditors on related studies.
- Maintain the delivery of commercial and contractual value from Third Parties through the oversight of quality and cost management controls.
- Assist in the management of IT capital and revenue budgets for the provision of IT service
- Engage with the business community to enhance the working relationships
- Responsible for operational and commercial interfaces and relationships with agreed IT suppliers
- Proactively identify opportunities to enhance IT services, working with all stakeholders, including business colleagues, vendors and partners, industry peers, etc.
- Monitor the levels of service achieved, ensuring that detailed metrics and records are kept and that, where necessary, appropriate remedial action is initiated and followed through to conclusion.
- Identify opportunities arising from the resolution of problems, and resultant root cause analysis.
- Communicate and work with business colleagues on initiatives for service improvement. Ensure all parts of the business are engaged and informed of activities to enhance services provided.
- Negotiate with peers, specialists, other staff and suppliers in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services

Desired Skills:

- ITIL v3 Foundation Certificate
- Technical Knowledge and understanding of Application architecture and BI methodologies
- Experience of service management in a high-pressure production IT services environment.
- Diplomatic and able to remain calm under pressure. Able to manage tense situations to disperse tension.
- A pragmatic but thorough approach to and knowledge of processes, methodologies and standards
- Understand the need for discipline and rigour in service reporting, and have strong analytical capability
- Self-motivating and able to work under own initiative
- Understanding of the business and how IT contributes to the delivery of that service
- Attention to Detail - Proficient in applying quality standards to all tasks undertaken
- Interacting with People - Proficient in establishing relationships and maintaining contacts with people
- Ability to translate service specifications into easily understood business concepts and vice versa

In return you will be working for a market leading brand and offered a salary up to £55,000 + benefits.

Please apply for more information or contact Nick House at Robert Half Technology.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.