Service Delivery Manager
I am hiring a Service Delivery Manager to oversee and manage the delivery of IT services and ensure operational excellence within the organisation.
Key Responsibilities:
Service Delivery:
User Support: You will ensure high-quality support for IT systems and applications, resolving user issues and requests in a timely manner.
Incident and Problem Management: You will manage and resolve incidents and problems in line with ITIL v4 practices, conducting root cause analysis and implementing preventive measures. You will act as incident manager during outages, producing Service Impact Reports to facilitate lessons learned.
Change Management: You will oversee and implement changes to IT systems, ensuring minimal disruption to business operations. You will conduct impact assessments and coordinate with stakeholders.
Security Management: You will maintain the security of IT systems by implementing and monitoring security protocols, including access controls and regular security assessments.
Service Reporting: You will generate and analyse service performance reports to identify trends, issues, and opportunities for improvement.
Vendor Management:
Vendor Assessment: You will evaluate and manage relationships with IT vendors, ensuring they meet service level agreements (SLAs) and deliver value to the organisation.
Contract Management: You will oversee vendor contracts, including procurement, invoicing, and performance monitoring. You will ensure compliance with organisational policies.
Vendor Performance Monitoring: You will regularly review vendor performance and conduct audits to ensure adherence to agreed standards and SLAs.
Continuous Improvement:
Process Optimization: You will identify and implement process improvements to enhance service delivery efficiency and effectiveness.
Service Improvement Plans (SIPs): You will develop and execute SIPs to address service gaps and improve overall service quality.
Knowledge Management: You will maintain and update documentation, including standard operating procedures (SOPs) and knowledge bases.
Project Support:
Project Delivery: You will support IT projects, including testing, training, and user access management, ensuring alignment with business objectives.
IT Audit Support: You will prepare IT systems for audits, including data collection, hygiene clean-up, and audit response coordination.
Other Responsibilities:
Invoice and PO Support: You will assist with ICT and AP invoice processing, including vendor payments and contract management.
Communication: You will maintain clear and effective communication with stakeholders, including business units, vendors, and IT teams.
Key Skills and Competencies:
ITIL v4 Expertise: Strong understanding of ITIL v4 practices, particularly in service delivery, incident management, and continuous improvement.
Vendor Management: Proven experience in managing vendor relationships, contracts, and performance.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and implement effective solutions.
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
Attention to Detail: High level of accuracy and attention to detail, particularly in managing security protocols and audit preparations.
Project Management: Experience in supporting IT projects, including testing, training, and user access management.
The Next Step for you:
Should this position be of interest to you, please forward your CV to Cian Parnell at GCS Recruitment specialists at [email protected] or call on 01901 4401.
GCS is acting as an Employment Agency in relation to this vacancy.
Service Delivery Manager
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