Service Delivery Manager - migration projects and supplier contracts

Job Location
- Leeds

Work Hours - 9 - 5.15

• Leeds
  - State of the art offices with free parking!
• + 10% bonus
• Gym on site
• Picnic area
• Local world deli’s for lunch
• Break out areas
• Strong career path within a company that invests in I.T/Development of technology operations
• Benefits
• Flexible benefits that you can cash for salary
• Cycle to Work
• Dental insurance
• Childcare vouchers
• Retail discounts
• Excellent coaching and training

IT Service Management own the delivery of IT consumer services and are responsible for ensuring the delivery and fulfilment of IT Services within the existing IT service framework. Under direction of the Lead Service Delivery Manager, the Service Delivery Manager will be responsible for the delivery of IT services to our user community.

The SDM will consult with direct team members from internal and external sources aligned to the delivery of IT services.

IT Service Management own the delivery of IT consumer services and are responsible for ensuring the delivery and fulfilment of IT Services within the existing IT service framework. Under direction of the Lead Service Delivery Manager, the Service Delivery Manager will be responsible for the delivery of IT services to our user community.

The SDM will consult with direct team members from internal and external sources aligned to the delivery of IT services.

Specific requirements will be the co-ordination of delivery teams, design and delivery of new service introductions, including, but not limited to…

• Building personal relationships with key members of staff across the business
• Monitoring overall performance of services
• Collaborating with senior management on Risk and incident management processes
• Communicating across organisational boundaries – from engineers through to senior managers
• 3rd party management responsibilities in accordance with current IT contracts
• Introduce monitoring and controls to accurately measure Service quality and ensure sufficient procedures and methodologies are in place and followed to maintain consistency.
• Be accountable for the quality and performance of the Service; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Be accountable for the Incident, Escalation processes for Service Delivery, driving high performance, accurate reporting and continual improvement.
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
• Represent the Service in the change management / project management process and ensure risks and impacts have been properly understood, sufficiently mitigated and robustly documented.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

• Follow agreed Live Services architectures, processes and standards to:
• Act as escalation path for major and critical incidents to ensure service is restored urgently.
• Direct and coordinate the Major Incident process, coordinating activities of resolver teams including specialist support groups / third-party suppliers.
• Monitor and in some circumstances, manage escalating or potential service disrupting incidents at P3 level
• Ensure accurate timely, proactive communications with key stakeholders through Incident / Major Incident lifecycle.
• Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to SLAs for incidents, root cause analysis, monitoring trends and problem resolution.
• Plan, execute, document and track appropriate follow up activities relating to Major Incidents ensuring that a Problem Record is…