Service Delivery Manager
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Job Location:
Greater Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
As our Service Delivery Manager you will play a key role in ensuring the delivery of effective Operational service within our Tech function. You will play an active part in Major Incident Management Service Reviews for Tier 1 suppliers ensuring that our Tech Department meets its SLA with the business internal customer reviews and business wide communication related to operational service and stakeholder management. Additionally you will support IT Admin on invoicing Group Procurement on Service Relationship Management and will provide input to the Cyber & Operations Director for the IT budget.
Typical duties include (not limited to)
- Support the GTS Service & Operations Manager with any escalations regarding incidents service requests or problems related to the GTS trains
- Perform Ticket triage across all GTS train queues reporting on trends and SLA breaches and escalating to team and train Product Managers/Product Owners
- Monitor all GTS train helpdesk queues for level 2 & level 3 alerts
- Work closely with all GTS train helpdesk queue owners to ensure that knowledge transfer is provided so that ticket allocation on 1st attempt improves and ensure effective service introduction from trains into the GTS Service Desk manager and IT Service Desk.
- Work closely with all trains on release management improvements and feedback any business concern or lessons learned from incidents caused because of a release.
Qualifications :
This role would suit someone who thrives in a fast-paced operational environment enjoys owning complex incident and ticket workflows and is confident engaging technical teams suppliers and business stakeholders to protect service quality and SLAs. It would particularly appeal to a detail-focused analytically minded communicator who can balance hands-on service management and major incident coordination with governance activities such as reporting budgeting input invoicing support and supplier relationship management.
Applicants with a blend of the following experience will be highly regarded:
- Experienced Service Management professional
- ITIL V3 Foundation / Intermediate qualified
- Expert knowledge of and extensive experience of working within an ITIL best practice aligned framework/environment
- Experience of leading the implementation of ITSM standards and processes
- Experience of driving and managing continual service improvement (CSI) plans
- Quality and compliance driven
- Demonstrable relationship management skills
- A flexible and adaptable approach to working
- Excellent written and verbal communication skills
- Excellent analysis and problem-solving skills
- Excellent customer facing skills
- Self-motivation and able to take responsibility
- Able to demonstrate initiative and a proactive approach
Additional Information :
If you feel you have some of the skills mentioned above but not all please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Together embraces diversity and inclusion and are proud to be an equal opportunity workplace. Not only do we welcome difference we celebrate it support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds perspectives and skills.
If you feel youd benefit from any support or reasonable adjustments during any stage of the recruitment process please dont hesitate to let us know when completing your application. This information will be picked up by our team so we can try and put steps in place to help you be at your best through this process.
Click here for more information on our Recruitment Process
Please note that all successful applicants will undergo relevant employment reference financial and criminal record checks.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Benefits of working at Together26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidaysFree access to company holiday homesBuy & sell holidaysDiscretionary annual bonus plus an additional Shared Reward BonusMatched pension contributionH ... View more
