Service Delivery Manager - Incident Management

Recruiter
Lowell Group
Location
Leeds
Posted
12 Oct 2018
Closes
14 Nov 2018
Contract Type
Permanent
Hours
Full Time
MAIN PURPOSE OF JOB: IT Service Management own the delivery of IT consumer services and are responsible for ensuring the delivery and fulfilment of IT Services within the existing IT service framework. Under direction of the Lead Service Delivery Manager, the Service Delivery Manager will be responsible for the delivery of IT services to our user community. The SDM will consult with direct team members from internal and external sources aligned to the delivery of IT services. Specific requirements will be the co-ordination of delivery teams, design and delivery of new service introductions, including, but not limited to… Building personal relationships with key members of staff across the business Monitoring overall performance of services Collaborating with senior management on Risk and incident management processes Communicating across organisational boundaries - from engineers through to senior managers 3rd party management responsibilities in accordance with current IT contracts Introduce monitoring and controls to accurately measure Service quality and ensure sufficient procedures and methodologies are in place and followed to maintain consistency. Be accountable for the quality and performance of the Service; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Be accountable for the Incident, Escalation processes for Service Delivery, driving high performance, accurate reporting and continual improvement. Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review Represent the Service in the change management / project management process and ensure risks and impacts have been properly understood, sufficiently mitigated and robustly documented. Drive internal and third-party service review meetings covering performance, service improvements, quality and processes POSITION IN ORGANISATION: REPORTS TO: Lead Service Delivery Manager PEER GROUP: IT Managers, Senior business managers Incident Management Follow agreed Live Services architectures, processes and standards to: Act as escalation path for major and critical incidents to ensure service is restored urgently. Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers. Monitor and in some circumstances, manage escalating or potential service disrupting incidents at P3 level Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle. Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution. Plan, execute, document and track appropriate follow up activities relating to Major Incidents ensuring that a Problem Record is created and actioned. Monitor performance of the end to end Incident management process across the integrated supply chain. Provide education, guidance, support, to ensure adoption of and adherence to Incident management processes. Communicate with internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability Stakeholder & Supplier Management Ensures that responsible IT managers and impacted business leads are informed of the status of incidents in a regular and timely manner Ensures technical teams are contributing to our service processes Communicates and enforces standards Performs service reviews across internal and external service providers Conducts and controls effective communication channels between suppliers and customers Consistently promotes and delivers high-quality services to our customers whilst managing expectations Continually seeks opportunities to increase customer satisfaction Operates both at company and group level, providing consultancy and direction to internal and external resources Leadership Challenges others to develop as leaders while serving as a role model Inspires coworkers to attain goals and pursue excellence Identifies opportunities for improvement and makes constructive suggestions for change Manages the process of innovative change effectively Remains on the forefront of emerging industry practices Facilitates effective team interaction across internal and external support teams Acknowledges and appreciates each team member's contributions Keeps track of lessons learned and shares those lessons with team members Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Service Innovator Conducts effective service evaluations and mentors / coaches internal technical teams through formal and informal channels Seeks and participates in personal development opportunities above and beyond training required by Lowell Suggests areas for improvement in internal processes along with possible solutions Leads resolver teams through effective incident management Reviews the departmental KPI reports and addresses issues as appropriate Complies with and helps to enforce standard policies and procedures Identifies and suggests areas for improvement in external supplier delivery Reviews the delivery reports of external team members and addresses issues as appropriate Complies with and helps to enforce standard policies and procedures Communicates effectively across all channels with all user groups EXPERIENCE & SKILLS: Significant experience of leading and managing technical teams in a dynamic fast paced environment Good verbal and written communication skills Strong interpersonal skills, with the ability to communicate effectively and clearly with both IT and business stakeholders. A diverse technical background with an ability to understand and communicate the impact of incidents in business terms. Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident management. Good understanding of SLAs and their application within incident management. Excellent analytical skills with a commitment to quality standard and a keen eye for detail. Ability to chair meetings involving multi technology and 3rd parties Self-motivated Ability / willingness to influence progress on incidents Good working experience on MS Office tools Knowledge of ITIL processes (especially Service Operation & Transition) Ensures customer business interests are maintained over and above those of any specific Service Provider; Strong analytical and problem-solving skills QUALIFICATIONS: ITIL V3 Foundation level Higher Education qualification in IT and or Management

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