Service Delivery Manager

Hemel Hempstead
From £80,000 to £100,000 per annum Extensive Benefits - Car, Medical,
09 Apr 2017
09 May 2017
Contract Type
Full Time

Service Delivery Manager – Service Desk & End User Computing 

About the Role:

The aim of this role is to manage all IT customer facing services with the two primary services being the IT Service Desk and End User Computing. In order to ensure all services are delivered reliability and cost effectively the incumbent will need to manage a number of external suppliers to ensure service levels are being met.

The management of the lifecycle for End User Computing (EUC) assets including hardware, software, intellectual property, licences, warranties etc, from acquisition to disposal.

Support the creation and implementation of the 3 year IT strategy; owning and executing the 1 year plan to ensure service integrity, suitability and availability for the business. Managing the technology road-maps including lifecycles. Management of the EUC component of the overall Infrastructure financial budget. End User Computing Services include but not limited to Desktop and Laptop devices, Printers, Scanners, Portable Storage, Video Conferencing and other USB devices

The requirements of this role are:

  • Management of End to End Service
  • Delivery of IT Service Desk to agreed targets
  • Management of risks associated with EUC Services and IT Service Desk
  • IT Ambassador for all ‘service’ aspects of IT including introduction of new Services into the operations team
  • Major Problem and Incident Management co-ordination
  • Ensuring quality and consistency of end to end Service
  • Identification of Service improvements (Recorded within a SIP)
  • Direct involvement with operational change management, negotiating and agreeing any/all business impacting change
  • Monitoring and reviewing ongoing Service performance, holding regular Service Review meetings with key business stakeholder
  • Leading the communication of “Run” Services from IT into the Operations business function

Service Reporting

  • Delivers the agreed Service Reporting is delivered and meets business requirements
  • Delivers the agreed MI for analysis to help drive service improvements

Service Transition

  • Oversight of release to production (Service Transition)
  • Consults at project “Design” stage to ensure Service meets business requirements
  • Works closely with Solution Leader roles to ensure that “Run” and “Change” elements of IT are joined up
Service Continuity
  • Responsible for Business Continuity of IT Services for the Operations business function
  • Contributes to the Business Continuity plan for IT Services within the continuity plan for the business function

Out of hours incident management

  • To provide out-of-hours support leadership for major incidents, working in conjunction with other nominated members of the out-of-hours support team

Key Responsibilities:

  • Responsible for end to end delivery of an allocated set of services.Ensuring a quality service is consistently delivered to agreed targets, whilst driving service improvements (CSI) and cost efficiencies. Overall, this role must ensure that the services delivered meet both the current and the future needs of the business
Provision of Service Management Activities, to include;

  1. Co-ordination of all Major Problems and Incidents through to resolution during normal working hours to ensure that Service is restored and root cause is found.
  2. To provide hierarchical escalation for Incident Management out of hours on a weekly rota.
  3. Co-ordination through the Change Management Process of all major outages relating to Services owned, mitigating risk and ensuring maximum availability of Service.
  4. Incident and Problem analysis to drive Service or Performance improvements.
  5. Identification and documentation of all Services within the individual’s remit
  6. Dealing with day to day Incident Management escalations
  7. Business Continuity of Services
Manages the delivery of the agreed EUC services to the business.Investigates diagnoses and resolves service outages and issues.

The Business receives robust EUC services to agreed SLAsSupport the delivery of the EUC elements of the IS/IT 3 Year PlanService assets are managed effectively across the entire lifecycleControls are in place to ensure that acquisition, storage, distribution, movement and disposal of assets is carried out effectivelyAsset registers and reports are in place to verify the location, user and stateNo unauthorised assets such as unlicensed copies of software exist in the estateCompliance to legal requirementsDelivery of effective Service Reporting to enable/provide/support;

  • Business Reporting
  • Management Information
  • Operational Management
  • Analysis and Trending
  • Continual Service Improvement
Introduction of new or changed Services.

  • Consulting at design stage to ensure support model is appropriate
  • Ratification of all SLA’s and underpinning contracts prior to Service introduction, ensuring they are achievable and meet business policies
  • On-going review of performance against Service targets and Service Levels
Responsible for customer satisfaction with all services delivered

Knowledge, Skills & Experience Required:

  • Proven experience in Service Level Management, identifying, documenting and managing IT Services
  • Experience of working in an outsourced environment, management of suppliers to deliver customer requirements.
  • Strong mastery of concepts, theories and techniques and relationship between disciplines, processes and Business, Third parties.(Essential to enable effective links between the formal ITIL processes and delivery of an effective Service to the Business)
  • Technical knowledge in Windows OS, Active Directory, Juniper, SCCM, McAfee, USD / USC
  • Deep, “expert” level experience of core Service Management disciplines
  • Proven Analytical Skills - essential for analysing incidents and root cause analysis
  • Planning/Organising Skills
  • Ability to influence senior stakeholders
  • Ability to work to exceptionally tight deadlines

Key Behaviours:

  • Be Bold – strong drive to improve service effectiveness, experience and efficiency
  • Be Open – transparent approach to risk management, and continuous service improvement
  • Act With Pace – ability to cut through process complexity and get things done
  • Win Together – works well with suppliers and internal IT teams to prioritise and deliver
  • Be Proud – communicates and celebrates successes across IT and is able to demonstrate the value of the IT for client
  • Be Disciplined – works to clients IT processes and provides accurate information to the IT management teams


  • Educated to degree level or equivalent
  • ITIL v3 Expert preferred; Practitioner required as a minimum
  • Prince 2 awareness