IT Service Delivery Manager

Job Title: IT Service Delivery Manager

Reporting to: Head of IT

Chadwicks Group are recruiting for an exciting new opportunity within our IT Department. The IT Service Delivery Manager will oversee a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities

*        Management of IT Service Level Support by 1st Line IT Help Desk Personnel

*        Management of 2nd Tier IT Infrastructure support

*        Planning and delivery of IT Infrastructure projects

*        Contribute to overall IT department management and strategy formulation

*        Support budgetary management of IT Opex

*        Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service

improvement activities when required

*         As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to

stakeholders and post incident review

*        Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes

*        Provide regular management reporting on IT Service and SLA performance management of the IT infrastructure services

*        Will be required to be part of on-call team and provide support and leadership outside of core business hours for Major Incidents / High impacting issues

Qualities and Skills required

*        Able to demonstrate the ability to undertake the above responsibilities

*        Experienced Service Management professional with a passion for service improvement

*        Experience as a Team Lead or demonstrable experience in leading teams

*        Knowledge of ITIL disciplines an advantage

*        Experience of managing 3rd parties and 3rd party delivered services

*        Service Management or Support in a large-scale and diverse environment of incident

*        Excellent leadership and people management skills

*        Excellent written and verbal communication skills

*        Able to work under pressure and meet deadlines

*        Excellent organisational skills and able to manage and prioritise and tasks and time efficiently

*        Self-motivation and able to take responsibility and demonstrate initiative and a proactive approach to daily tasks

What’s in it for you?

• Full time 39-hour contract, Monday to Friday

• Hybrid working model

• Competitive salary and annual bonus

• Company healthcare and pension scheme

• Profit share scheme

• Educational assistance programme

• Internal leadership development programme