Information Technology Service Delivery Manager

Role overview

The IT Service Delivery Manager is responsible for overseeing the efficient and effective delivery of IT services to the Club’s end users, and ensuring that IT operations align with business objectives, meet service level agreements (SLAs), and provide a seamless user experience.

Key Responsibilities

• Oversee and improve the entire lifecycle of key ITIL practices and be proficient in Incident, Problem, Change, Asset, Transition and Service Request management, ensuring timely resolution and fulfilment in alignment with service level agreements (SLAs).
• Manage End to End Service Provision by acting as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies.
• Manage Service Communications by providing regular incident & maintenance and downtime updates as well as reports to Senior Management on all aspects of service performance, ensuring transparency and timely communication on any issues.
• Manage SLA’s/SLO’s and develop service excellent by regularly attending internal and external service review meetings. Document meeting minutes and oversee or assign follow on actions.
• Develop and maintain strong relationships with both end users and third-party suppliers to ensure effective collaboration and service delivery.
• Work closely with the wider IT team and more widely across the business to provide consultative input on solution changes, updates, and upgrades, and assist in defining and communicating accordingly.
• Take ownership of Major incidents, coordinating resolution efforts and conducting post-incident reports for internal distribution. On occasion these may occur out of hours.
• Manage the escalation of incidents and service requests to 3rd line support or external vendors as needed.
• Working alongside project teams to ensure new services are introduced effectively.
• Prepare service delivery documentation, including regular reporting for committee meetings, and ITSLT meetings.
• To Chair the Change Advisory Board and manage the overall process.
• Monitor and report on service KPIs and performance.
• Develop and adapt reporting templates and/or metrics to suit ongoing business requirements.
• Identify problem areas, root causes or general support trends for further review or actioning.
• Work closely with the Service Desk and initiate periodic quality checks across triaging, ticket queues and general desk performance.
• Work closely with the Head of IT Operations and authorisation of service requests and change controls.
• Oversee Starters/Leavers procedure and ensure required steps are followed in a timely manner.
• Ensure the training onboarding procedures and processes are followed for new IT starter.
• Work with IT Administration and assets, stock levels, licencing and general procurement.

Person Specification

• Proven experience in IT service delivery management.
• Strong understanding and/or certification to ITIL3/4 standards.
• Experience in the Financial and/or highly regulated sector.
• Strong organisational and time management skills.
• Experienced with incident management and problem management.
• Good general understanding of IT functions and their operations.
• ITIL 3 and/or 4 Foundation.
• Experience of effective working across more than one supply channel (e.g internal, 3rd party suppliers and partners).
• A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
• Excellent delegation skills, negotiation skills and strong people management skills.

Desirable

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Industry certifications such as Microsoft and CompTIA.
• ITIL Managing professional Certification or higher.
• Experience with FreshService ITSM system.