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Service Delivery Manager

Permanent @Garniche Jobs UK in IT
  • Frimley, Surrey View on Map
  • Post Date : July 13, 2022
  • Apply Before : August 13, 2022
  • Salary: $4,500,065,000.00 - $65,000.00
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Job Detail

  • Job ID 208919

Job Description

Our client is the leading Horticulture care company in Europe and Australasia. An exciting opportunity for a Service Delivery Manager has arisen at their head office in Frimley.

As a Service Delivery Manager, you will be expected to adhere to and be responsible for the below:

-To be accountable (and responsible) for agreeing and documenting appropriate IT service level agreements and then ensuring they are met, putting in place service improvement plans where required.

-To be accountable for ensuring Incident and Problem Management is successfully provided, against set SLAs.

-To be accountable for ensuring an efficient and cost effective Service Desk is provided ensuring customer requests / issues are resolved successfully, taking overall responsibility for resolving customer escalations.

-To be accountable and responsible for producing and maintaining an accurate Service Catalogue Working closely with other IT Managers, accountable for ensuring technical documentation is updated when new services are released from IT Delivery into production. To manage the service provided by 3rd-parties.

The Service Delivery manager will do the following:

Ensures that the IT Division's policy for the management of incidents, problems, changes, releases, configuration items, assets, etc. is created

Ensures that IT KPIs are set and met (for service desk, incident and problem resolution, change and release management, service level agreements) and improved as service improves

Ensures that a catalogue of available services and associated service level agreements are created and maintained

Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented

Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services

Ensures an effective Incident and Problem Management as well as Service Desk function is provided:

Ensures that services are available during required hours of operation and if the call cannot be addressed by the first line they are appropriately directed to second and third line

Ensures that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures.

Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays

Ensures the effective management and resolution of incidents

Recommendation to Head of IT Operations, Head of Business Improvement and Product Owner on major incidents, action plan with regards to service improvement activities required, etc

About you – ESSENTIAL:

* ITIL Certification

* Track record of successfully managing a service delivery function (including incident & problem management; change & release management; config & asset management; service desk; service catalogue and service level agreements)

* Proficient in knowledge of the IT infrastructure(hardware, databases, operating systems, local area networks etc) used within own organization

* Wide ranging experience across many technical areas including knowledge of the application suite

* Strong experience of IT service, operations, and support

* Knowledge of IT market and trends

* Has general awareness of the nature of business critical incidents, and of their implications for the business

* Ability to think logically, analyze situations, problem solve and lead a team

* Strong process management and control skills

* Good customer service awareness focus

* A broad IT and commercial perspective and an understanding of the overall picture of how the IT service fits and contribute

* Shows aptitude for analyzing and managing problems arising from incidents in the operation of information systems

* Recognizes the importance of the customer through creating opportunities to talk to customers on a wide scale (highlighting the IT Team’s successes) and supporting/enabling decisions to be made based on customer feedback, insights and trends

* Proactively reflects and challenges when results aren't being achieved and addresses areas requiring resolution.

* Coaches others to recognize barriers to success and enables others to manage these issues

* Enables team to work collaboratively with a range of people to support the wider business agenda

* Energizes and leads the team through enabling them to see how their work impacts the business results and ensuring they remain informed on relevant business information

* Coaches others to translate complex/technical issues clearly to meet the needs of the audience

* Customer focus, puts the customer at the centre of all decisions and actions

* Continuous, clear communication to customers and suppliers so everyone is clear on what they can expect

* Able to build relationships multiple businesses and locations to become the face of IT service

* Managing complex situations with demanding stakeholders to an agreed outcome