IT Service Delivery Manager
ROLE TITLE: IT Service Delivery Mgr
PURPOSE
Establish and manage a ‘Business & Services Partnership’ with key suppliers to provide a single point of contact for ownership of all IT service related issues. Specify and deliver the required technology and staffing solution to be in pro-active control of the IT service.
MAIN AREAS OF ACCOUNTABILITY
Establish and manage a business and services partnership with key stakeholders covering agreement and management of Service Level Agreements, Performance reviews, demonstrating continuous improvement, management and escalation of incidents, and effective support service
This includes Incident & Problem Management and Escalation, Service Reviews, Service Acceptance and Interfaces into Capacity, Change Release, Problem and Service Level Management
Work with key stakeholders to ensure that the Service Management processes are designed, agreed and implemented to meet the business unit’s needs and appropriate processes and mechanisms are in place for operational service delivery.
Ensure Service Acceptance is carried out representing both the client and IT interests for all projects.
Provide an effective Interface for existing and new services via ITIL support and delivery disciplines.
Define, agree and implement effective Management Information reporting for System and Support Performance.
Management of IT supplier relationships in-line with company values, service requirements and professional disciplines.
Excellent knowledge about the dynamics of infrastructure and application technologies in order to implement service governance around identified key risks
Ability and experience of working in a largely outsourced environment
Ability to negotiate service and quality improvements as part of the course of doing business
Ownership of key parts of ITIL governance including peak & business plan capacity planning
For information on our current IT Service Delivery Manager vacancies, please contact one of our consultants.
