Summary of the role’s main purpose:

The IT Service Delivery Manager will provide the direction and strategy for the related Service Management and Service Delivery functions within the department and have accountability for related policies and procedures.

The role holder is accountable for ensuring that IT delivers appropriate and consistent levels of service to the business from both the internal teams and its suppliers at the right cost. That technology services are stable, meeting availability targets and that there is a continuous improvement framework in place.

Key Responsibilities:

• Accountable for all areas of Technology service and the relationship with the end customer. Act as the ambassador for the ‘shift-left’ strategy driving support costs to the lowest price point whilst measuring and ensuring that repeat incidents are eliminated and that customers are experiencing excellent service.
• Accountable for the overall service delivery strategy, with one and three year plans that contribute to, and inform, the wider IT strategy with plans that input into the Technology project portfolio. Ensure that the Service Delivery function supports the growth of the company in line with the overall business plan and IT strategy.
• Work with the wider IT leadership team to develop and framework for service reporting and establish a roadmap to evolve this into KPI’s and metrics that demonstrate Continuous Service Improvement (CSI) and value for money.
• Driving force behind CSI and within the Service Improvement programme across IT. Build and embed service management best practice within the team’s working practices to drive efficiencies, control costs and increase quality of service and add value. Foster and embed high quality as the driving principal behind ONT Service Delivery.

Key Technical Skills, Knowledge and Experience:

Essential:

• Extensive experience in leading within a Service Delivery & ITIL environment and implementing ITIL/service management strategy & processes.
• ITIL service management qualifications to at least intermediate level
• Previous extensive experience of leading a Service desk and End-User computing teams across multiple locations and time zones.
• Commercially astute and strong business acumen. Comfortable with producing business cases and familiar with developing and managing financial budgets.