Service Delivery Manager - Infrastructure

UK Power Networks Ltd
London (Greater)
31 Mar 2018
20 Apr 2018
Contract Type
Full Time
Service Delivery Manager - Infrastructure

- Annual leave 25 days
- Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
- Tenancy Loan Deposit scheme
- Tax efficient benefits: cycle to work scheme, childcare vouchers
- Season ticket loan
- Occupational Health support
- Switched On – scheme providing discount on hundreds of retailers products.
- Supplier discounts, such as O2, EE, Vauxhall cars, Universal tyres
- Discounted access to sports and social clubs
- Employee Assistance Programme.


This role leads one of the four specific Service Towers covering all of UKPN IT Services with the exception of Control Systems, which is managed by the Head of Control Systems and Compliance.

IT Operations is primarily outsourced to a selection of Managed Service providers. The Service Tower Managers report to the Head of IT Operations and are accountable for the operational performance of the contracts which are in place to deliver their specific Service “Tower”.

The specific Service Towers are:

- End User and Distributed Computing
- Datacentre Infrastructure
- Applications Management
- Networks and Telecoms

As multiple 3rd parties are engaged to deliver UKPN IT Operations, a Service Integration function has been established to ensure that the cross “Service Tower” management functions such as Change Management, Work Request Management and Service Introduction are performed to a consistent and high standard. The Service Managers will work in parallel with the IT Service Integration roles and lead all aspects on continuous improvement across their specific Service Towers.


Manages all IT Operational services within and served from the UKPN Datacentres ( with the exception of Control Systems ).

Staff - No direct Staff, but indirect management of 3rd party outsourced teams (10 to 50+ resources)


- Management of the IT Operations Service Tower for Datacentre Infrastructure, delivering in accordance with ITIL V3 processes:
- ITIL Service Strategy, with particular emphasis on :
- IT Service Management
- Demand Management
- ITIL Service Design, with particular emphasis on :
- Availability Management
- Capacity Management
- IT Service Continuity Management
- ITIL Service Transition, with particular emphasis on :
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management

- ITIL Service Operation, with particular emphasis on :
- Event Management
- Incident Management
- Problem Management

- ITIL Continual Service Improvement, with particular emphasis on :
- Identifying the areas for improvement
- Management of Operational Design Assurance of projects and BAU change requests within specific Service Tower
- Management of Operational Service Reporting within specific Service Tower
- Management of End to End IT Capacity Management within specific Service Tower
- Management of IT Asset management within specific Service Tower
- Management of of small scale IT project delivery (<10 days) within specific Service Tower
- Regular engagement with the UKPN IT Architects team to assist with and influence the decision making process on future strategies and technologies.

- Regular engagement with the UKPN IT Commercial team to continually monitor the quality of service delivered against defined KPI’s and service improvement targets


The IS Organisation is responsible for UK Power Networks’ IT provision. This includes a large supply base which is managed operationally in the IT Operations team. The individual will manage the IT Operations Datacentre Services Tower to enable robust management of current and future third party vendors.

The role requires excellent commercial and communication skills.

The post-holder will demonstrate:

- Ability to manage, motivate and engage staff (with specific focus on outsourced staff) successfully to deliver professional, high quality information technology solutions as part of a customer focused service.

- Expertise in the management of the Datacentre Service Tower gained from experience in a similar role

- The capacity to motivate, inspire and lead with a forward thinking perspective.

- Able to take control of major Incidents and problems and lead resolution.

- Skilled in coaching people to build their capability and confidence in advising and supporting business areas to deal with a range of information technology related issues.

- Excellent persuasive communication, negotiating and influencing and relationship building skills at a senior level.

- Effective leadership behaviour which creates a high performing customer focused team aligning individual capability with long term business requirements.

- A tenacity to drive excellence and quality in all aspects of their areas of responsibility, identifying and embracing best practice.

- Confident operating and managing in an environment of change.

- Results focused - able to act decisively delivering successful outcomes based on informed business judgement.

- Strong customer focus – demonstrating a thorough understanding of the customer needs.

- Strategic focus on long term aims and objectives while dealing tactically with operational issues.

Continuously look for opportunities for improvement and develop strategies for change to influence and shape the future direction of IT and business – adapting thinking and behaviour to suit the requirements of different situations.


- Degree or equivalent professional experience.

- Demonstrate commitment to continuous professional development.

- Have extensive experience (5+ years) in managing at a senior level, IT infrastructure technical resources and operations within their specific Service Tower.

- Varied and strong experience in non-people Technical Resource management.

- Excellent and proven experience in staff resources management, and workforce planning, including working in a matrix environment.

- Experience in IT Continuity Management, Disaster Recovery relevant to their specific Service Tower.

- Experienced in Availability and Capacity Management relevant to their specific Service Tower.

- Familiarity with Service Delivery standards and frameworks (eg ITIL or COBIT) – ideally at practitioner or higher level.

- Evidence of good technical knowledge in the following areas:
- Infrastructure (DC and Distributed)
- Applications
- Network
- Database and application design
- Virtualisation

- Experience or understanding of the structure and organisation of utilities and their core activities

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