Job Description

We are recruiting for an IT Service Delivery Manager to be based in Stevenage 3 days and remote for 2 per week on CONTRACT to work for a leading Defence organisation.

Overview of department:

The Information Management (IM) function is a diverse and fast paced environment which is both challenging and rewarding. The Service Delivery team consists of a diverse team of people specialising on all the service management and technical management practices of ITIL V4 (or the 4 functions of ITIL V3) We pride ourselves on being a high performing team with great colleagues.

Candidates will have come from a defence background with ITIL 4

Responsibilities

The delivery of defined Customer/Workplace services in accordance with Service descriptions, performance indicators (including Key ones) and which support the provision of an effective working environment for employees

* Ensure that issues are effectively managed. Ensure that you are visible & approachable at all times.

* To ensure the effective delivery of our IT workplace services by effective contract management of the suppliers. This service includes progress chasing incidents, requests, responding to management information, and escalating issues to Line Management where required

* To provide an interface for receipt of feedback on all service issues arising, review with Line Management and respond to users such that customer confidence is maintained

* To contract manage the IT Customer Services and Infrastructure to deliver IT services against their SLAs, take corrective action where required and report back issues to Line Management.

* Manage and develop the Customer Service Reviews, with our customers and suppliers, ensuring successful delivery of services to customer base and value add activities.

* Identify areas of service that can be improved and develop service improvement plans in conjunction with the wider Service Delivery Team.

* Assist Customer Service and Infrastructure Front and Back Office Management with contract renewal and negotiations.

* Through effective communications with the user population to Line Management recommended improvements for the IM Service Customer Services Delivery services and participate in the assessment of such proposals as part of a continuous improvement activity.

* To provide administrative support to IT Customer Services Service Delivery including but not limited to eRequisitions, e-catalogue, mobile telephony billing enquiries, request for quotations, mailbox management, Intranet updates and specific reporting on mobility.

* General support to Incident Management processes and issuing regular bulletins/updates - assisting with the administration of alerts via Athoc and red team management.

* Review of all services to ensure that ITIL standards, processes are reviewed, managed and enforced.

* Contribute on behalf of manufacturing to the IM Change and Problem Management process such that business interruption can be avoided ensuring a group IM approach.

* Work effectively with the Facilities Management team for site moves and redevelopments in Bristol. Ensuring no loss of service to the user base

Skillset/experience required:

* High level customer care skills with responsibility for majority of business critical users

* Contract and supplier performance management skills working in partnership relationship

* Broad understanding of IT technologies across the range of IT services

* Broad understanding of Commercial, Customer Support, Manufacturing, Technical and Engineering, HR activities at Bristol and relevance/criticality of IT support

* Good understanding of RFI/RFP activities and contract negotiations.

This is an umbrella contract, the role is Inside IR35