Service Delivery Manager

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs, now and in the future. We are currently seeking a skilled IT Service Delivery Manager to join our dynamic team.

This role plays a pivotal part in ensuring seamless IT operations across multiple subsidiary businesses, managing internal resources and third-party suppliers to ensure they meet service level agreements and deliver high-quality IT services. Collaborating closely with the cyber security lead to ensure that all IT services are secure and compliant with corporate policies.

Additionally, the IT Service Delivery Manager is responsible for onboarding subsidiary IT services and processes into the IT managed environment. This includes implementing standardised procedures that align with corporate guidelines, thereby enhancing operational efficiency and consistency across all subsidiaries. The role requires strong communication and coordination skills to bridge the gap between IT, cyber security, and business teams, ensuring that all stakeholders are aligned and working towards common objectives.

Along with a competitive salary between £40,000 - £45,000 (depending on experience) we also offer great benefits such as:

• Enrolment into our pension scheme
• 25 days holiday plus bank holidays
• Hybrid working (office or site-based 4 days/week, 1-day WFH)
• Excellent opportunities for career growth

Key Responsibilities

The successful candidate will play a key role in:

• Supplier Management: Oversee third-party suppliers to ensure they meet service level agreements (SLAs) and deliver high-quality IT services.
• Collaboration with Cyber Security: Work closely with the cyber security team to ensure all IT services are secure and compliant with corporate policies.
• Stakeholder Engagement: Engage with business units to understand their IT needs and ensure services align with strategic goals.
• Service Onboarding: Manage the onboarding of IT services and processes, ensuring they integrate smoothly into the existing corporate framework.
• Process Standardisation: Develop and implement standardised procedures that align with corporate guidelines to enhance operational efficiency.
• Performance Monitoring: Monitor and report on the performance of IT services, identifying areas for improvement and implementing necessary changes.
• Incident Management: Oversee the resolution of IT incidents, ensuring minimal disruption to business operations.

Essential Qualifications and Experience:

• ITIL V4 Foundation or equivalent experience.
• Proven experience in IT service delivery management, preferably in a multi-subsidiary environment.
• Strong experience in managing third-party suppliers and ensuring compliance with SLAs.
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Strong analytical and problem-solving skills.

Desirable Qualifications and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Understanding of cyber security principles and practices.
• Experience with IT Service Management software, specifically Service Now.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.