Job Description

Location: Stevenage (3 days per week onsite)

Duration: 12 month contract

Rate: 70ph UMB (Inside IR35)

Role:
Our client, a leading provider in the Defence & Security sector, is currently seeking an IT Service Delivery Manager to join their team on a contract basis in Stevenage. This role requires being onsite for three days per week and will begin with a BPSS start. The contract is for 12 months, and the manager will operate under ITIL V3 or V4 frameworks.

• Ensure the effective delivery of Customer/Workplace services in accordance with Service descriptions and key performance indicators to support an optimal working environment for employees.
• Manage issues effectively and maintain visibility and approachability at all times.
• Oversee the contract management of suppliers to ensure the delivery of IT workplace services, including incident progress chasing and management information responses.
• Act as the interface for feedback on service issues, reviewing with Line Management and responding to maintain customer confidence.
• Manage IT Customer Services and Infrastructure against their SLAs, taking corrective action as needed.
• Develop and conduct Customer Service Reviews with customers and suppliers to ensure successful service delivery and identify value-add activities.
• Identify service improvement areas and develop plans in conjunction with the Service Delivery Team.
• Support contract renewal and negotiation activities for Customer Service and Infrastructure Management.
• Provide administrative support, including eRequisitions, e-catalogue management, mobile telephony billing enquiries, quotations, and intranet updates.
• Maintain a close interface with CS&I Programmes and Solutions & I.S. teams to support project delivery and respond to escalations or pragmatic support needs.
• Support Incident Management processes and issue bulletins and updates, assisting with the administration of alerts via Athoc and red team management.
• Review services to ensure compliance with ITIL standards and processes, managing and enforcing them as needed.
• Provide support to all sites, including satellite locations, to cover absences and specific activities as needed.
• Contribute to the IM Change and Problem Management process to avoid business interruptions, ensuring a group IM approach.
• Collaborate with the Facilities Management team for site moves and redevelopments, ensuring no loss of service.

• Experience in delivering high-level customer care for business-critical users.
• Skills in contract and supplier performance management within a partnership relationship framework.
• Broad understanding of IT technologies across various IT services.
• ITIL V3 OR V4
• Understanding of Commercial, Customer Support, Manufacturing, Technical and Engineering, HR activities, and their IT support relevance/criticality.
• Good understanding of RFI/RFP activities and contract negotiations.

If you are experienced in IT service delivery and management within the Defence & Security sector, we would love to hear from you. Apply now to join our client's dynamic team in Stevenage.