IT Service Delivery Manager

Reports To:                 Divisional IT Director

Location:                     Wilmslow & Eccles

Hours of Work:            Mon-Fri 9am – 5:30pm

 

The Role

This role will allow our IT service Desk to expand and invest in our IT services and platform support.  Responsible for Service Delivery across the Citation Compliance division, as well as other companies and divisions as required, with over 1000 colleagues to support.  Working closely with the 1st, 2nd and 3rd line managers to ensure services are maintained.

You should have excellent customer service skills and broad knowledge of IT, be confident, friendly, and approachable with a good stakeholder skill and able to communicate with colleagues at all levels.  We are looking for an experienced IT Service Delivery Manager to successfully manage key end-to-end IT services, ensuring SLAs are achieved, service processes are documented and adhered to, and build a culture of continual service improvement.

You will have ITIL qualification to practitioner level or equivalent or have over 3 years’ experience of running a similar size service delivery function.

Duties

  • Asset management – Managing the full life cycle of assets from acquisition, operation, maintenance to disposal.
  • Availability management – Ensuring that services deliver agreed levels of availability to meet the current and future needs of the business.
  • Capacity management – Ensuring that service components have the capacity and performance to meet current and planned business needs.
  • Change control – Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.
  • Incident management – Coordinating responses to incident reports, minimising negative impacts, and restoring service as quickly as possible.
  • Problem management – Managing the life cycle of all problems that have occurred or could occur in delivering a service.
  • Service acceptance – Managing the process to obtain formal confirmation that service acceptance criteria have been met.
  • Service catalogue management – Providing a source of consistent information about available services and products to customers and users.
  • Service level management – Agreeing targets for service levels and assessing, monitoring, and managing the delivery of services against the targets.
  • Supplier management – Aligning the organisation’s supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies, and service quality.

Skills

  • Great communicator with excellent stakeholder management skills
  • Well organised and able to manage priorities
  • Process driven, able to engage stakeholders
  • Calm, balanced and decisive in an emergency, able to co-ordinate efforts to identify and resolve issues
  • Demonstrable experience of successfully planning and transitioning new IT services into live operation
  • Analytical mind and an acute attention to detail
  • 3rd Party supplier management

 

About Us

We are Citation. We are far from your average service provider.  Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine.  We are a nice bunch.  We don’t do office politics or “that’s not my job”.  We listen, support and take ownership.

We have been proudly delivering valuable HR and Health and Safety services to SME’s across the UK for over 20 years. Passionate about service, we’re on a mission to revolutionise our colleague’s and client’s experience by employing brilliant people who are experts at what they do and smile whilst they are doing it.

Working for Citation you will have access to 25 days holiday, plus your birthday off work, gym membership discount, healthcare, childcare vouchers, the opportunity to purchase extra leave, pension contributions and more.

It’s a great place to work because of the people we employ. Fun and professional, we want likeminded individuals who love to love their job (no ‘mood hoovers’ here thanks!) and want the Company to succeed.

So, if our culture sounds like a good fit for you and you want to be part of our success story, then send us your details.

 

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