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Live Service Delivery Manager

  • Location:

    London

  • Sector:

    Change and Transformation, Cloud, Infrastructure and Services

  • Job type:

    Contract

  • Job functions:

    Product Management, Change Manager, IT Manager, IT Service Management, Consultant, IT Services, Project Manager

  • Salary:

    £500 - £525 per day + Outside IR35

  • Contact:

    Antonella Stone

  • Contact email:

    antonella.stone@lafosse.com

  • Job ref:

    81663_1660135688

  • Published:

    about 2 months ago

  • Expiry date:

    2022-08-31

  • Startdate:

    ASAP

The Role:

  • Owning the live service design across the production systems including agreements on support levels, SLAs, escalation paths, classification of services and out of hours arrangements.

  • Managing relationships between service desk and live service teams across our partners and suppliers as well as our internal teams.

  • Working with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging, alerting and retrospectives for continuous improvement.

  • Developing and monitoring appropriate service delivery metrics, dashboards, and other reports, ensuring that teams and suppliers have systems monitoring tools in place.

  • Owning the technology aspects of the business continuity management / disaster recovery and incident response plans, ensuring roles are clear and activities are regularly tested.

  • Leading on the process and organisation for incident response, allocation of roles and management of rotas across our development and operations teams.

  • Maintaining compliance with relevant certifications such as ISO27001 with all required documentation of policies, processes, tests and updates.

Requirements:

  • ITIL, agile and devops knowledge, including experience of incident management, problem management, and change/release management

  • Track-record of developing and delivering service improvements.

  • Experience of service management & application production support.

  • Experience across knowledge management, communication and workflow tools, such as Jira Service Desk or similar.

  • Experience working with shared responsibilities across internal software engineering and operations teams with production systems running in a public cloud as well as external suppliers of various kinds, including software-as-a-service or connected through APIs.

  • Experience with production systems running in at least one of AWS, Azure, GCP, for both B2C and B2B services.

  • Ability to work with software teams practicing continuous delivery, using infrastructure-as-code and working with modern DevOps techniques.

  • Experience working in an organisation with security certifications such as ISO27001 and CyberEssentials Plus.

  • Knowledge of setting up processes and systems for the first time in a growing organisation.