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IT Service Delivery Manager

  • Job reference: ALT 183
  • Location: Southend-On-Sea, Essex
  • Job type: Permanent
  • Area of Expertise: Corporate Services
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Job description: I'm currently looking for an experienced IT Service Delivery Manager to join a busy ICT & Digital Business Transformation team. The key focus of this newly-created role will involve putting our customers at the heart of everything we do; representing the needs of staff, residents and people we support; liaising with and supporting our Service Owners and Service Managers
You will have experience working in Technology, with a proven track record and extensive experience performing as a Service Desk Manager, Service Delivery Manager or IT Service Manager (or similar IT Service based role), experience in managing Managed Service Providers and contracted service performance - holding suppliers and partners to account. ITIL experience is essential as is the ability to lead, inspire and mentor teams.
Key Responsibilities
1.Accountable for all areas of "Run" Technology service and the relationship with the end customers. This includes Managed Service Providers, the Technology Service Desk, relevant Service Management functions (Incident and Major Incident Management, Change Management, Problem Management, Knowledge Management, CSI), End-User Computing (Desktop and Application Support), Systems Operations & Monitoring, supplier management & procurement and information security.
2.Accountable for the overall service delivery framework and strategy, with one and three year plans that contribute to, and inform, the wider Technology 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 Technology strategy. Implement and manage best practice frameworks such as ITIL.
3.Working in Partnership with the Business and with the "Change" team to develop a framework for service reporting and establish a roadmap to evolve this into KPI's and metrics that show performance, provide a measure for Continuous Service Improvement (CSI) and value for money.
4.Working closely with the Architecture, Solutions & Development Manager, particularly around infrastructure and Service Delivery/Service Management design and Information Security input - therefore a broad understanding of current technologies - server and desktop - particularly Microsoft and Citrix as well as a good understanding of best practice Information Security standards is essential.
5.Driving force behind CSI and within the Service Improvement programme across Technology. Building 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 Service Delivery and effective Service Management

6.Service Review Meetings with Managed Service Providers and vendors/suppliers in order to manage performance and address any issues that arise.

Essential Qualifications
*Prince2, or other project management qualification;
*5 'O' level equivalents, including Mathematics and English (GSCE grade C or
*Degree in a related subject
*Extensive experience performing as a Service Desk Manager, Service Delivery Manager or IT Service Manager (or similar IT Service based role)
*Extensive experience in supplier/consultancy management - especially around service reviews and managing supplier performance/holding suppliers to account
*Good understanding of Office 2016 and Office 365
*Good technical understanding of Windows 10 desktops and Windows Server
*Understanding of Network concepts (wired and wireless) - TCP/IP, DHCP, DNS, routers, switches etc
*Citrix XenApp and XenDesktop exposure
*Good ITIL understanding - especially Incident, Problem and Change Management

If you require any additional information regarding the position, please call Amber at Service Care Solutions on 01772 208 966 or send an E-Mail to