Service Delivery Manager IT

4 days left

Inplace Personnel Services Ltd
Newcastle Upon Tyne, UK
27 Aug 2019
26 Sep 2019
Contract Type
Full Time
My client is looking for an IT Service Delivery Manager who will perform a combination of contract, performance or relationship management roles with internal customers, partners and external vendors.

The Role will be primarily focused on ensuring that IT service delivery, customer support and supplier relationships are effective, represent value for money and that all required SLAs are achieved.

Job Summary:

Manage the operation of the companies Service Desk and Technical Support Teams. Provide a high level onsite and remote IT technical liaison, support and network administration management to our customers, with responsibility for the full lifecycle of Incidents and Problems. The role will require close working with all Teams in all levels of Technical Support and IT Infrastructure. The post holder will be required to generate and present reporting on the success of service delivery against SLAs to key stakeholders.

Key Responsibilities:
  • Responsible for the Day to Day Management, Operation and Service Improvement of the IT Support team.
  • Ensuring we meet our deliverables as stated in Customer SLA
  • Ensuring change control is implemented in conjunction with the IM&T Services Manager where required and conforming to the company process and standards.
  • Resolving Incidents and Problems both directly from customers and through Technical Escalation and Third party suppliers
  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, call avoidance, demand mix and end-user satisfaction
  • Managing compliance and adherence to the group IT ISO standards including ISO27001, 90001 and 20000
  • Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
  • Liaison with key stakeholders within the Group, holding regularly scheduled update and troubleshooting meetings.
  • Advance the use of a knowledge repository to share information among all levels of IT service and support.
  • Prepare analysis, plans and proposals as needed.
  • Be an active member of the team responsible for increased call avoidance, improved asset use and decreased end-user downtime.
  • Proactively manage IM&T process and policy reviews and, where appropriate suggest changes.
  • Managing the ITIL service processes and ensuring adherence to the standards with an eye to continually improving IT service to the organisation
  • Ultimately responsible for logging all faults and overseeing fault resolution with suppliers to ensure support is provided within agreed timeframes and standards using the service desk facility
  • Provide assistance with hardware and software installations, planned upgrades and maintenance for all Group companies
  • Maintain an up-to-date asset register, pro-active maintenance schedules and documentation of the Group IT & Communications estate
  • Monitor performance of systems and provide recommendations for the ongoing development of Groups IT & Communications systems
  • Ensure compliance of IT & Communications policies & procedures amongst new and existing staff
  • Ensure issues are escalated to the Head of Digital where necessary and in a timely manner
  • Participate in or lead on specific project work as directed by the Director of IT and Digital Strategy
  • May be required to travel to operational business units to support business needs including overnight stays
  • Support the mobilisation of new contracts including the setup of new communication systems, equipment including telephony and IT hardware, software and other solutions in line with local contractual agreements and in accordance with Group policy and procedures
  • Participate in 24/7 operational support rota, which is provided 365 days per year in accordance with the IT on-call rota providing telephone and onsite support as and when required.
  • Carry out any other duties as necessary as reasonably requested by the Head of Digital.

For more details of the job spec, please send your Cv to Darren Curley.

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