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Service Delivery Manager

  • Job reference: 43503
  • Location: London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £55000 - £60000 per annum + Benefits

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Position: IT Service Delivery Manager

Location: London (Flexible working)

Salary: up to £60,000 + benefits

I am currently working with a IT Shared-Service/Centre of Excellence for UK wide programmes, they are actively recruiting an IT Service Delivery Manager.

The IT Service Delivery Manager has responsibility for the Company's IT Service Management (ITSM), defining processes and governing services.

Duties and Responsibilities:

Management of day to day ITIL processes with a view to service excellence on behalf of the Company:

    • Change management - chair Change Advisory Boards (CAB), this is both internally and nationally for products transitioned into the Company;
    • Service request fulfilment - manage requests from users outside of the Company, liaise with Technical Design Authority (TDA) and managed service provider (MSP) to assure request, manage financial approval and where required national change approval;
    • Incident management - be the single point of contact (SPoC), be an escalation for individual issues/concerns, for major incident management (MIM) be SPoC if delegated by Head of Service Delivery or another head of service. Manage follow ups and ensure SLAs being met;
    • Problem management - where appropriate owning problems or assigning to the correct individual, but maintaining responsibility for the management of the lifecycle, in particular management of 3rd party suppliers with a view to timely problem resolution; and
    • Continual service improvement (CSI) and Lessons learnt - ensure that changes are undertaken in a reasonable time, and that the Company management team is making the necessary decisions. Ensure the lifecycle is being completed for CSI.
    • Regular service meetings with MSP and TDA to ensure that MSP are adhering to SLAs and KPIs and that service issues are discussed and resolved, where needed escalated or shared with a wider audience.

Knowledge and Experience Required:

  • A proven IT Service Delivery Manager, that has experience across the IT Service Management lifecycle but an emphasis on Service Transition, Operations and CSI.
  • Demonstrable experience and knowledge of IT service management best practice based upon ITIL, gained within the workplace as well as through ITIL certification (some intermediate certificates ideal).
  • Experience of managing multiple relationships with third-parties, programmes, projects and subject matter experts.

To find out more please contact Lewis on Lewis.vyse@lafosse.com

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