Service Delivery Manager

Were looking for an experienced Service Delivery Manager wholl be responsible for overseeing and driving the successful delivery of Focus application services. As a senior member of the team youll work closely with both the business and Focus value stream teams to ensure that Focus services are delivered in alignment with 1st Centrals goals providing effective management of escalated Focus incidents problems and changes.

Youll play a key role in the Focus operational change process driving improvements supporting the development of the new function while fostering a culture of continuous improvement. Youll be responsible for managing Focus Service Level Agreements (SLAs) reporting on service delivery and ensuring the timely execution of service-related activities. Working within a DevOps environment youll engage with Product owners Development teams Architecture and business teams to deliver seamless Focus services. As part of a community of practice with other Service Delivery Managers youll collaborate on best practice across Service delivery looking for opportunities to continually improve the Service delivery practices across 1st Central.

We value flexible working arrangements so you can choose to work remotely or maybe you live within a commutable distance from one of our offices in Salford Quays Manchester Haywards Heath West Sussex or Guernsey and want to work in the office occasionally.

Core skills were looking for to succeed in the role:

• Youll have proven experience working within a senior software role preferably in a high-paced and empowered organisation.

• Youll have strong experience in service delivery management including the coordination of cross-functional teams managing escalations and overseeing change processes.

• Youll have detailed experience working within a DevOps organization collaborating with Development teams Architecture Devops teams and business teams.

• Youll have experience working with Azure cloud services and related platforms (Azure Active Directory Azure Automation Azure DevOps etc.).

• Youll have a solid technical background with strong understanding of IT service management processes (incident problem change management) especially in cloud and hybrid environments.

• Youll have experience working with and managing Service Level Agreements (SLAs) reporting on performance and driving service improvements.

• Excellent leadership and communication skills with the ability to influence and collaborate with technical and business stakeholders.

• Strong analytical skills with a focus on identifying opportunities for service improvements and automation.

• A passion for driving business value through technology and service delivery excellence.

• Ability to manage multiple priorities and projects ensuring the successful delivery of service outcomes.

Whats involved:

Service Delivery Management:

• Youll lead the day-to-day management of service delivery for the Focus application ensuring seamless operations and alignment with business priorities.

• Youll manage the escalation of Focus application incidents problems and changes across the Value stream teams ensuring that service disruptions are minimised and issues are resolved within agreed SLAs.

• Youll collaborate with the Focus cross-functional teams and business stakeholders to drive the successful delivery of Focus services

• Youll facilitate prioritisation and coordination of Focus services ensuring that business needs are met effectively and efficiently.

• Youll monitor and report on service performance ensuring KPIs and SLAs are met and exceeded and provide regular updates to key stakeholders

• Youll ensure a robust risk management process is in place to mitigate potential service disruptions and enhance business continuity.

• Youll participate in and support the planning coordination and execution of Focus releases and IT business planning managing associated communications across Product Eng

• Youll work as part of a community of practice with other Service Delivery Managers to share best practices improve processes and align on cross-functional service delivery goals.

• Youll lead initiatives that drive operational improvements enhancing the quality and value of services delivered across the organisation.

• Youll collaborate closely with internal teams and third-party providers to ensure that service delivery objectives are met and continuously improved.

• Youll champion a culture of continuous improvement across Product Engineering

• Youll identifying areas for optimsation and driving initiatives that enhance operational efficiency.

• Youll work as part of a community of practice with other Service Delivery Managers to share best practices improve processes and align on cross-functional service delivery goals.

• Youll promote the use of automation and self-healing processes to improve service reliability reduce manual interventions and enhance overall service delivery performance.

• Youll drive automation initiatives to support service delivery processes leveraging technologies to streamline operations

• Youll define manage and review Focus Service Level Agreements (SLAs) ensuring alignment with business expectations and contractual obligations.

• Youll regularly assess service delivery performance against SLAs and take corrective actions where necessary to ensure that service levels are met.

• Youll conduct periodic reviews with business stakeholders to ensure that services are meeting the evolving needs of the business and to drive service improvements.

• Youll report on service delivery performance and improvements to Value Stream SteerCos & Technology Leadership

• Youll lead risk management processes and systems to ensure resilience and business continuity in service delivery.

• Youll manage escalations related to incidents and problems ensuring timely resolution and maintaining service quality.

• Youll oversee post-incident reviews and the implementation of corrective actions to prevent recurrence of issues.

• Youll be part of a 365/24/7 on call rota supporting the business on major incidents and other service delivery managers

• Youll deputise for the Head of Focus Service

Core Experience

• Youll have proven experience working within a senior software role preferably in a high-paced and empowered organisation.

• Youll have strong experience in service delivery management including the coordination of cross-functional teams managing escalations and overseeing change processes.

• Youll have detailed experience working within a DevOps organization collaborating with Development teams Architecture Devops teams and business teams.

• Youll have experience working with Azure cloud services and related platforms (Azure Active Directory Azure Automation Azure DevOps etc.).

• Youll have a solid technical background with strong understanding of IT service management processes (incident problem change management) especially in cloud and hybrid environments.

• Youll have experience working with and managing Service Level Agreements (SLAs) reporting on performance and driving service improvements.

Technical Skills

• Youll be familiar with Azure stack cloud platforms and infrastructure with practical experience in managing Azure services and automation.

• Youll have hands-on experience with Azure Automation PowerShell or similar tools for automating processes and workflows.

• Youll have knowledge of DevOps practices and Agile software development with a focus on driving operational efficiencies and aligning with business goals.

• Youll have an understanding of incident management tools and processes with the ability to lead complex incidents and problem resolutions.

Certifications

• Microsoft Certified: Azure Fundamentals (required)

• Microsoft Certified: Azure Administrator Associate (preferred)

• Microsoft Certified: Azure DevOps Engineer Expert (preferred)

• ITIL Foundation Certification (preferred)

• Agile Ways of working (preferred)

Additional Skills

• Excellent leadership and communication skills with the ability to influence and collaborate with technical and business stakeholders.

• Strong analytical skills with a focus on identifying opportunities for service improvements and automation.

• A passion for driving business value through technology and service delivery excellence.

• Ability to manage multiple priorities and projects ensuring the successful delivery of service outcomes.

Core Competencies

• Strategic Thinking: Ability to align IT service delivery with business objectives and long-term strategies.

• Leadership & Influence: Strong leadership abilities with experience in leading service delivery teams and influencing organizational change.

• Collaboration & Communication: Excellent interpersonal skills able to work with cross-functional teams and communicate effectively with both technical and business audiences.

• Problem-Solving: Strong problem-solving skills with the ability to manage complex service delivery issues.

• Customer-Centric Mindset: Focused on delivering value to the business through high-quality IT services and continuous improvement.

• Change Management: Proven experience in managing and driving change ensuring alignment with business priorities.

So if youre up for the challenge and would like to join our vibrant and busy team we want to hear from you today.