IT Service Delivery Manager

Recruiter
VIQU Limited
Location
East Sussex
Posted
31 Mar 2018
Closes
20 Apr 2018
Contract Type
Permanent
Hours
Full Time
VIQU are working exclusively with an organisation in East Sussex to recruit an IT Service Delivery Manager. As the IT Service Delivery Manager you will form part of the new group IT stategy as the business looks to outsource a number of IT services. As the IT Service Delivery Manager you will take full responsibility for ensuring IT services are effectively managed across the service lifecycle. You will own, manage and champion a number of ITSM processes ensuring they are consistently practiced and continuously improved to meet the needs of the business and in accordance with ITIL standards. You will be accountable for ensuring all new initiatives and changes are effectively transitioned into operation and will continuously scrutinise operational support activities to drive service excellence.

The successful applicant will be defining and implementing a standard approach for IT service transition. Acting as a prime interface and point of coordination for cross functional service transition activities across projects, operational teams and third parties, ensuring the final delivery of each service transition meets all agreed stakeholder requirements. Other key responsibilities include;

* Supporting with the management and resolution of major IT incidents, owning and leading major incident management activities
* Providing end to end ownership and control of the change and problem management processes
* Implementing measures to proactively and reactively identify and assess problems (including incident trend analysis)
* Leading Root Cause Analysis (RCA) investigations with all resolver groups (including internal teams and third parties)
* Overseeing all day to day change management activities, ensuring all changes are logged, reviewed, approved, scheduled, evaluated and closed according to documented and agreed standards.
* Publishing and proactively maintaining the IT change schedule incorporating all IT changes, key business changes and projected service outages ensuring all change related information is available to relevant stakeholders when needed.
* Owning the development of ITSM tools ensuring all tools enable and enhance ITSM processes.

In order to succeed in this role you’ll need strong interpersonal skills with the ability to influence and communicate effectively with both technical and non-technical stakeholders . A passion for Service Management and ITIL best practice, with an excellent understanding of ITSM processes, strong analytical skills, a commitment to quality and keen eye for detail. In addition you will also need commercial experience of the outsourcing process.

The following skills and experience are essential for this role:

* Enterprise understanding of ITSM with at least 3 years experience in a operationally focused ITSM role.
* ITIL V3 foundation certified and ideally hold a number of ITIL V3 intermediate (capability of lifecycle) certificates.
* Significant experience of designing, implementing, managing and improving incident, change and problem management processes in a complex, mission critical environment.
* Strong understanding of IT service transition having successfully led complex transitions involving internal teams and outsourced providers.
* Significant experience of managing major incidents for mission critical IT services, including communications, stakeholder management and coordination.
* Previous exposure to implementing and configuring ITSM toolsets with a clear understanding of how tools should be used to support core ITSM processes.
* Strong influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective ITSM and obtain buy in and support from all stakeholders.
* A self-starter with an organised and methodical approach and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
* A hands on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.

To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Tristan Thompson, by exploring the VIQU IT Recruitment website.

If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).

To be the first to hear about other exciting opportunities, technology and recruitment news, please also follow us at ‘VIQU IT Recruitment’ on LinkedIn, and Twitter: @VIQU_UK

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