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- Tasks: Lead a dynamic IT Service Delivery team to provide top-notch support and innovative solutions.
- Company: Join Great Western Railway, a leader in rail transportation with a focus on teamwork and service.
- Benefits: Enjoy a competitive salary, free rail travel, health care, and discounts on shopping and gym memberships.
- Why this job: Make a real impact in a role that values your passion for technology and customer service.
- Qualifications: ITIL certified with experience in managing customer-focused IT service delivery teams.
- Other info: Embrace a culture of diversity, inclusion, and continuous improvement in a supportive environment.
The predicted salary is between 43200 - 72000 £ per year.
Join to apply for the IT Service Delivery Manager role at Great Western Railway (GWR)
Up to £60,000 depending on skills and experience.
Overview
IT is at the heart of many of the vital services that GWR provides. As our IT Service Delivery Manager you will ensure that our IT team provides best-in-class service, delivering differentiating and innovative solutions to our colleagues.
You will manage a team of support engineers, working collaboratively with the IT team to ensure IT services are available within a controlled, process-driven environment.
We want colleagues to be at the heart of what we do. Working together with the shared goal of providing the best service for our customers drives the culture and mindset of the IT team.
You should be passionate about what you do and be proud to make a positive difference to the services we deliver.
What will I be doing?
Your main responsibilities will be:
- Lead the IT Service Delivery team, ensuring all team members are appropriately trained to deliver the required technical support and customer service
- Anticipate demand trends to enable appropriate responses and understand impacts
- Monitor team effectiveness by gathering and evaluating call statistics to ensure continuous improvement and adherence with internal performance metrics
- Establish clear communications with the user base to keep users informed and set correct expectations
- Identify and manage the delivery of IT services, including creation and ownership of the IT Service Catalogue
- Be the process owner for incident, problem, asset, “Starters and Leavers” and request management; ensure processes are documented, maintained, and adhered to
- Manage software/licence volumes, including procurement from 3rd parties
- Occasional on-call/out-of-hours responsibilities
- Ensure IT service continuity for all critical services and test at least annually
- Encourage self-service adoption through end-user initiatives to reduce dependency on the Service Delivery team
- Lead the Service Delivery team to align objectives with business goals and prioritise accordingly
- Leverage tools to support effective operation (e.g., service desk software, monitoring tools, knowledge base)
- Create a culture of continuous improvement, identifying opportunities to simplify, standardise and automate repetitive processes
What sort of person are you looking for?
This is a customer relationship role based on successful delivery of services. To excel, you should be:
- A skilled Service Delivery Manager with excellent people management skills
- Excellent at navigating difficult or complex stakeholder relationships at all levels
- Outcome-focused without compromising process integrity and SLAs
What do I need to have?
- ITIL certified with good working knowledge of associated processes
- Proven experience implementing and maturing key IT Service delivery processes
- Experience leading a customer-focused IT Service delivery team
- Experience working with 3rd party suppliers
- Focus on people management, coaching and developing the team
Where is the job?
What are the working hours?
37 hours per week. This role involves out of hours and on-call responsibilities (no more than 1 in 5). Some travel may be required along our network.
What else do I need to know?
We are committed to equality of opportunity, diversity and inclusion at every level. If you share our passion for the railway, we would love to hear from you.
The Reward
In addition to a great team environment and comprehensive training, GWR colleagues enjoy a range of benefits including a defined benefit pension scheme, free rail travel across the GWR network for you and your family, travel benefits, a company-sponsored health care plan, discounted shopping, gym membership and an employee assistance programme.
We all belong at GWR. This is our vision for providing an inclusive environment for all colleagues, ensuring equal opportunity to access meaningful employment.
We value our differences and maintain a zero tolerance towards prejudice. We celebrate diversity of thought and progressive ways of working.
We review roles and job descriptions to ensure accessibility and, where possible, support flexible working options. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below and share any needs to ensure a fair process.
https://www.healthassured.org/blog/neurodiversity/
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Rail Transportation
Referrals increase your chances of interviewing at Great Western Railway (GWR) by 2x
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IT Service Delivery Manager employer: Great Western Railway (GWR)
Contact Detail:
Great Western Railway (GWR) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at GWR or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching GWR's IT services and recent projects. Show us that you’re not just another candidate; demonstrate your passion for their mission and how you can contribute to their goals.
✨Tip Number 3
Practice your responses to common interview questions, especially around service delivery and team management. We want to see how you handle challenges and lead a team, so be ready to share specific examples from your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team.
We think you need these skills to ace IT Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Delivery Manager role. Highlight your experience in managing teams and delivering IT services, as well as any relevant certifications like ITIL. We want to see how your skills align with what GWR is looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for IT service delivery and how you can make a positive impact at GWR. Be sure to mention specific examples of your past successes in similar roles.
Showcase Your People Skills: Since this role involves managing a team and navigating stakeholder relationships, make sure to highlight your people management skills. Share examples of how you've coached and developed your team in previous positions – we love to see that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining the GWR family!
How to prepare for a job interview at Great Western Railway (GWR)
✨Know Your ITIL Inside Out
Since the role requires ITIL certification, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've implemented ITIL processes in previous roles and how they can benefit GWR's service delivery.
✨Showcase Your People Skills
As a Service Delivery Manager, you'll be leading a team. Prepare examples of how you've successfully managed and developed teams in the past. Highlight your approach to coaching and fostering a positive team culture.
✨Understand Stakeholder Management
This role involves navigating complex stakeholder relationships. Think of specific instances where you've effectively managed stakeholder expectations and resolved conflicts. Be ready to share these stories during your interview.
✨Demonstrate Continuous Improvement Mindset
GWR values a culture of continuous improvement. Come prepared with examples of how you've identified opportunities for process simplification or automation in your previous roles. This will show your proactive approach to enhancing service delivery.
