IT Service Delivery Manager

£45000 - £50000 per annum, Benefits: Good all round benefits
Network Infrastructure & Support
South East
Location Specifics:
East Grinstead
Job Type:
Post Date:
30-07-2019 11:15 AM
Ref #:
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IT Service Delivery Manager – Nr East Grinstead – Circ £45,000 - £50,000
IT Service Delivery Manager / IT Service Manager required to oversee the delivery of services to end users for client that is based on the Sussex / Surrey / Kent borders ( nr East Grinstead, Tunbridge Wells, Crawley, Redhill, Haywards Heath etc ). The main responsibilities of the IT Service Delivery Manager include the following: 
  • Provide service management for the IT service support operation, and in other areas where change/management determine this to be appropriate
  • Maintain high performing service support functions including the IT Service Desk,
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Implementation and management of IT services using the principles and methods associated with industry best practices (e.g. ITIL framework)
  • Monitoring and analysis of performance, problem trends and client feedback reports
  • Develop Service Level Agreement (SLA) templates and negotiate complex SLAs
  • Tracking of problems, acting as a point of escalation for users of IT services
  • Promote a culture that emphasises service excellence and recommends continual improvement in service management strategy
  • Lead supplier adherence to SLA's to ensure that the services delivered are meeting or exceeding expectations
  • Own, drive and track the implementation of Service Improvement plans, to improve process and service maturity. Ensure that new services are not migrated into support without following the transition process, so the right level of support can be provided
  • Lead the incident and problem management process to ensure service impact to the business is communicated efficiently and resolution activities have full ownership
To be considered for the position of IT Service Delivery Manager we would expect you to have most if not all the following skills and experience;  
  • ITIL Foundation;
  • Demonstrable experience in a service delivery or service management role at management level;
  • IT and business work experience with a broad range of exposure to various technical environments and business segments;
  • Experience of managing teams;
  • Experience in strategic planning, business development or client management;
  • Working knowledge of the industry, major processes and KPI’s;
  • Broad understanding of current and emerging technology trends and developments;
  • Strong working knowledge of governance policies and practices;
  • Excellent oral and written communication skills, as well as the ability to communicate effectively at all levels;
  • Strong planning and performance management skills. 
In return for your experience you can expect a salary in the range of £45,000 - £50,000 + excellent benefits.
For further information please send your CV Wayne Hawthorne at Vadis People Services Ltd. Vadis operate in the capacity of both an Employment Agency and Employment Business.
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