Information Technology Service Delivery Manager

Senior IT Service Delivery Manager

Permanent

Leeds/ Hybrid Working

The Senior IT Service Delivery Manager is responsible for overseeing the delivery of IT services to the wider organisation. The primary role involves managing the day-to-day operations of IT service delivery – both in house delivery and services provided by third-party suppliers – ensuring that services are delivered efficiently, effectively, and according to agreed-upon service levels or key performance indicators (KPIs). This role is critical to ensuring the seamless operation, continuous improvement, and strategic alignment of IT services with business objectives

Service Delivery/Leadership

• Negotiating and defining SLAs and KPIs with clients or internal stakeholders, and ensuring that these are met or exceeded
• Overseeing and assurance of the operation of the Infrastructure & Operations team – which involves handling incident management, request fulfilment, change, problem & service transition management processes.
• Taking part on the Incident Manager rota
• Implement, own, mature and strive for excellence across all operational processes (ITIL aligned)
• Act as primary escalation point for business users and stakeholders for service issues
• Continuously monitor service performance and take corrective actions as necessary to maintain service quality
• Lead and manage relationships with third-party vendors and suppliers involved in delivering IT services.
• Manage the Service Desk: Ensure that the IT service desk is high-quality and meets service level agreement
• Manage the change and the change manager to foster
• Manage the IT Service Delivery framework, adhering to ITIL best practices and organizational standards.
• Prepare and present reports on service metrics, performance trends, and improvement initiatives.
• Facilitate regular meetings and discussions to ensure alignment and collaboration across teams.
• Understand business needs and priorities to align IT services with organizational goals.
• Setup and manage relationships with third-party service providers which could include outsourced services to ensure they are delivered in line with contracts and expectations.
• Negotiate contracts and service agreements to optimize value and ensure alignment with business needs.
• Drive the continuous improvement of IT services through the identification and implementation of best practices.
• Leverage data and feedback to identify opportunities for innovation and process enhancements
• Foster a positive work environment that encourages collaboration, innovation, and high performance