At a Glance
- Tasks: Lead IT service management activities and drive continuous improvement across business divisions.
- Company: Join Computacenter, Europe's top independent IT infrastructure services provider.
- Benefits: Full-time role with opportunities for growth and development in a dynamic environment.
- Other info: Foster a culture of accountability and excellence while collaborating with diverse teams.
- Why this job: Make a real impact by enhancing service quality and customer experience.
- Qualifications: Strong knowledge of ITIL and service management processes required.
The predicted salary is between 36000 - 60000 £ per year.
Information Technology Service Delivery Manager
Join to apply for the Information Technology Service Delivery Manager role at Computacenter
Computacenter is Europe’s leading independent provider of IT infrastructure services, enabling users and their businesses with almost 20,000 employees globally.
The GIS Service Management function acts as the single point of engagement into Group Information Services (GIS) for Service Performance, Outcomes and Improvements. In collaboration with each business area, we aim to understand and meet, if not exceed, Service Performance & Excellence expectations.
The Service Manager will be fully engaged with their business areas and will conduct regular Service Reviews - identifying service improvements and reviewing major service failures, confirming actions to avoid them happening again.
We want to understand the challenges each business area has to deal with, as well as future requirements. To this end, there will be a single, straightforward engagement process and transparency of the demands on GIS, including all major operational run and change activities. Service Management will work across GIS to drive the outcomes the business expects.
What you’ll do
As a Service Manager, you will be responsible for leading Service Management activities across one or more business divisions. You will:
- Serve as the single point of contact for senior-level service escalations and support topics, proactively managing stakeholder communications and keeping key Group IS stakeholders informed.
- Collaborate with Strategic Partners to manage stakeholder communications during major incidents by using proactive, personalized methods that clearly demonstrate the impact on end customers. Drive ITIL processes to identify root causes and implement measures to prevent recurring issues.
- Support incremental, value-driven change by partnering with Internal and key business stakeholders. Measure and report on response and delivery timescales to foster continuous improvement across the organization.
- Host and manage regular Service Reviews with key business stakeholders, covering all aspects of GIS services, and provide meaningful business reporting on operational service performance.
- Promote a continual cost-optimization mindset. Identify opportunities to reduce overall cost-to-serve by influencing vendor contract terms, implementing transparent cost models, and executing right-shoring initiatives.
- Deliver timely management information and regular reports on key service metrics to support leadership, divisional stakeholders, and service reviews.
- Engage with business customers to gather feedback, measure satisfaction, and drive improvements in service quality and customer experience.
- Proactively identify and mitigate risks associated with service delivery.
- Foster a culture of accountability, excellence, and continuous learning.
- Continuously seek ways to enhance the effectiveness of Service Management.
What you’ll need
- Strong knowledge of the GIS operating model
- Frameworks and processes, e.g., ITIL, SAFe, DevSecOps, etc.
- Service Management ITIL knowledge
- Continuous Service Improvements Management
- Business Communication
- Service Reviews & Reporting
- Commercial Management Support
Leadership requirements:
- Initiative
- Priority setting
- Organising
- Process management
- Perseverance and resilience
- Problem solving
- Strong Communication and collaboration
Critical success factors
- Effective escalation management with prompt resolution and clear stakeholder communication.
- Efficient incident and problem management using ITIL best practices.
- Driving continuous, incremental service improvements aligned with business priorities.
- Leading service reviews and ensuring smooth transitions for new or updated services.
- Consistent performance monitoring and timely reporting of SLAs and KPIs.
- Proactive risk identification, mitigation and vendor coordination.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Information Technology Service Delivery Manager in Hatfield employer: Computacenter
At Computacenter, we pride ourselves on being a leading independent provider of IT infrastructure services, offering a dynamic work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous learning opportunities and a culture that values accountability and excellence. Located in a vibrant area, we provide our team with the resources and support needed to thrive, making us an exceptional employer for those seeking meaningful and rewarding careers in IT service management.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Service Delivery Manager in Hatfield
✨Tip Number 1
Network like a pro! Get out there and connect with people in the IT service delivery space. Attend industry events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to service management and ITIL processes. We recommend doing mock interviews with friends or using online resources to get comfortable talking about your experience and how you can drive continuous improvements.
✨Tip Number 3
Showcase your problem-solving skills! When discussing your past experiences, focus on specific challenges you faced in service delivery and how you tackled them. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our company. So, go ahead and hit that apply button!
We think you need these skills to ace Information Technology Service Delivery Manager in Hatfield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Information Technology Service Delivery Manager role. Highlight your experience with ITIL processes and service management, as these are key for us at Computacenter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've driven service improvements or managed stakeholder communications in the past.
Showcase Your Communication Skills:Since effective communication is crucial for this position, make sure your application reflects your ability to convey complex information clearly. Use straightforward language and keep it professional yet engaging.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Computacenter
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL processes in past roles, especially in incident and problem management. This will show that you understand the frameworks and can drive continuous service improvements.
✨Prepare for Service Reviews
Since hosting and managing service reviews is a key part of the role, think about how you would structure these meetings. Prepare examples of how you've conducted service reviews in the past, focusing on how you measured performance and drove improvements. This will demonstrate your ability to engage with stakeholders effectively.
✨Showcase Your Communication Skills
As a Service Manager, you'll need to communicate with various stakeholders. Practice articulating complex technical information in a way that's easy to understand. Bring examples of how you've managed stakeholder communications during major incidents or escalations to highlight your proactive approach.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific challenges you've faced in service delivery and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your critical thinking and resilience, which are essential for this role.
