Service Delivery Manager

Department: Operations

Employment Type: Permanent - Full Time

Location: Head Office, Chelsea House

Reporting To: Carl Schiever

Description

Service Delivery Managers are responsible for service standards of our business orientated technologies. You will be responsible for all stages of service within the lifecycle driving service excellence with a blend of ITIL and Agile. You must maintain exceptional relationships with stakeholders to manage their needs, technical teams to maximise service and delivery and suppliers to manage the service they provide.

Key Accountabilities:

• You will be the focal point for all transitional activities for your respective area 
• You will act as a point of escalation for all Business as Usual (BAU) incidents and problems to ensure service disruption is minimised and communication between all parties is managed.
• Manage the lifecycle of responsible services
• Collaborate with key IT areas to develop roadmap for all responsible services
• IT Service Evangelist to show what “good” looks like
• Ensure teams adhere to operational processes and drive service excellence
• Provide operational measurement for workplace and respective services 
• Regularly meet with IT management and technical teams to review how service is being delivered
• Collaborate with Operational management and end users to ensure customer excellence 
• Define SLA’s and ensure the SLA’s are achieved; service quality and internal customer expectations are met or exceeded.
• You will act as Incident Manager and be responsible to the co-ordination and communication of major incidents to reduce business impact and communicate progress to your stakeholders. This will involve rostered out of hours ‘On Call’. 
• Identify, record and report all technical risks to Senior Leadership team and act as co-ordinator to ensure correct and timely risk mitigation activities occur.
• Support stakeholders in identification and management of problem records to affect appropriate prioritisation and resolution. 
• Seek every opportunity to look to improve service availability, standards and functionality to our stakeholders while championing industry best practises. 
• Act as an evangelist to promote that best practice is implemented during service design to ensure correct alerting & monitoring, maximum service availability, graceful service failure processes, minimise risk of introducing new bugs and optimal supportability in terms of ease and cost. 
• Seek opportunities to reduce operational and contractual costs or increase the value of these services. 
• When necessary, provide product and service demonstrations to stakeholders or RI Tech teams and support with any training requirements on IT Service Management (ITSM) tooling or practises. 
• Assist teams with company and legal compliance requirement such as GDPR and identify and report any issues to relevant teams. 
• Ensure Tech teams create and maintain the necessary documentation whist identifying the ‘leanest’ requirements to avoid duplicated effort or stolen time.
• Supplier and contract management for new and existing suppliers. Support with contract negotiation and supplier reviews and KPI reporting. 
• Support project teams with business cases and requirements when needed. 
• Liaise with our procurement teams for new device, service and product purchasing. 
• Review and report on service performance of teams within RI Tech and highlight opportunities for  improvement and acknowledgment.
• Build trusted relationships with business teams and act as a point of contact and escalation for the customer. Work with business teams to have a good understanding of daily operation and represent the business and customer’s interests and concerns internally.
• Define and document operational processes and set the standard for what good service looks like. 
• Conduct Root Cause Analysis reviews and document and manage all proactive actions to reduce risk/reoccurrence of major incidents. 
• Provide regular high-quality executive reporting about service-related matters and any ad hoc requirements. 

Key Skills:

• Previous experience in an IT service management role
• Excellent IT skills, computer literacy and organisational skills. 
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines 
• Ability to demonstrate practical troubleshooting and problem analysis techniques 
• Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and