Service Delivery Manager

Music wouldn't exist without the work of songwriters, composers and publishers. We're here to represent them and make sure that they are paid for their work. After more than a century in the industry, we continue to innovate as a world-leading organisation.

The IT Service Delivery Manager (ITSDM) reports to the Head of IT Service Delivery and is a crucial role in ensuring effective and high-quality services, overseeing contractual governance with vendors, and maintaining positive relationships between PRS and its service providers. In a multi-sourced environment, the ITSDM has an operational relationship across service providers. The ITSDM is the internal process owner of the core ITIL practices and interaction with PRS business and IT Teams. This role will primarily focus on our relationship with ICE.

CIO Operations collaborate with all CIO Teams and business functions to ensure our core systems and applications work as expected. The team covers all parts of the software development lifecycle performing analysis, design, development and testing for our projects and programmes as well as providing third line support and delivering Business As Usual (BAU) enhancements. The core systems looked after by the team support the processing of the usage of our members' rights from many platforms where music is used, including from our joint ventures, through to our member distributions. The financial aspects behind the processing, including forecasting future financial activity, are also supported. All of which is the heartbeat of PRS. We employ a wide range of skills within the team, managing several technologies centred on Oracle and Microsoft bespoke and commercial applications. The ethos of the team is to support, innovate and collaborate, enabling us to deliver the best service to our customers.

As our IT Service Delivery Manager, some of your day-to-day duties will include:

• The ITSDM is responsible for overseeing the delivery of services provided by external vendors to ensure that they meet or exceed contractual obligations, service level agreements (SLAs), and customer expectations.
• The ITSDM is responsible for the day-to-day service delivery of defined IT Services provided by both internal and external service providers, maintaining accountability from the service provider’s delivery obligations.
• Maintain up-to-date records of vendor contractual obligations and adherence.
• Work closely with service providers to ensure a high quality of services delivered that align with PRS standards and objectives.
• Act as the primary point of contact for escalations and issue resolution.
• Ensure accurate documentation is kept of all supplier agreements, CCN, and performance metrics.
• Maintain the Vendor Management Framework.

At PRS for Music, we want you to bring the best version of yourself to work. We believe that celebrating individuality promotes a culture of acceptance and openness. Along with being whoever you want to be, in an ideal world you will also have:

• Knowledge of ITIL processes and best practices.
• Strong analytical and numerical ability.
• Capable and confident communicator, written and verbal, able to influence and manage stakeholders at all levels.
• Exposure to tracking tasks and deliverables.
• Self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities.
• Experience (ideally) 5 years IT experience with 2 years in an adjacent or similar function.
• Experience working with Managed Service Providers.
• Proven experience in identifying and improving IT processes.

Education, Training and Certification (ideally):

• Bachelor's degree or equivalent experience.
• ITIL Certification desirable.
• Commercial & contract management fundamentals.

Here are just a few things that set PRS for Music apart from the crowd:

• We trust, value, and support our people to make the difference.
• We believe that diversity of thought and experience provides the platform for innovation and creativity.
• We are consciously inclusive and have eight Affinity Groups which you can join and make an impact.
• We invest in the development of our people to drive our ambitions forward.
• We offer a range of family friendly leave including enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support.
• We know time to rest and recharge is important which is why we offer 25 days holiday entitlement with the option to top up twice annually up to a maximum of 30 days.
• Employees can work from anywhere in the world for up to eight weeks of the year.
• Plus a whole range of other benefits, including retail discounts, gym discounts, season ticket or bicycle loan.

The interview process for this role is simple:

• First stage interview will take place virtually on MS Teams.
• Second stage interview will take place in person at our London Bridge Hub.
• We use competency-based questions within our interviews. This allows you to provide examples of situations where you have had to demonstrate the required skills relevant to the role you are applying for. To assist your preparation for interview, research the STAR method to aid bringing your examples to life.

We offer a hybrid working model, allowing employees to work from home up to three days a week. To ensure the health and safety of all our employees, if you wish to work from home for more than 2.5 days per week, we will conduct a quick and easy remote-working assessment.

If you sound like you could be the right person for the job, apply now. At PRS we are committed to equity, diversity, inclusion and belonging for all. We have taken a holistic approach to ensure that no one feels excluded regardless of age, class, sexuality, gender, race, religion, or ability. We value the needs of everyone in our organisation and strive to build an environment where our employee’s contributions are recognised in order that everyone may thrive.