IT Service Delivery Manager

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IT Service Delivery Manager

IT Service Delivery Manager / ITIL / Service Management / Permanent / Birmingham / Midlands

My market leading client is looking for an IT Service Delivery Manager to join their IT team at their Birmingham Head Office.

The IT Service Delivery Manager will oversee a number of key functions that enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet business needs. This is a stakeholder facing role that requires the establishment and management of expectations within the business and drives the IT team to achieve those expectations to a high standard.

Key responsibilities:

*Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support.

*Own the Incident, Problem, Request, Access, Event, Change, Portfolio, Catalogue, Availability, Capacity, Service Continuity, Demand, Information Security, Service Asset and Configuration Processes.

*As owner of the escalation process, take ownership of major incidents, ensuring coordination and resolution for all parties involved, effective communication to stakeholders and post incident review.

*Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

*Help with the implementation of the ITIL framework within the IT department.

*Champion Service and Support in projects and develop a strong understanding of projects impacting the IT service area, ensuring service impact is minimised and agreed.

*Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.

*Help identify and implement the strategy for applications and technologies.

*Lead the Desktop team to continually improve the desktop computing environment.

*Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security.

*Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.

*Provide regular and accurate management reporting on IT Service performance.

*Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Key skills and experience required:

*Experienced Service Management professional

*Service Management or Support in an environment of incident management, escalation procedures, disaster recovery and related disciplines

*Ability to design and implement service improvement plans

*Expert knowledge of ITIL disciplines

*Knowledge of core technologies (including Virtualisation, VMware, Exchange and IT Security)

*Experience of managing 3rd parties and 3rd party delivered services

*Demonstrable experience of ability to undertake duties of the role, including as a Team Lead

*Supporting multiple applications and systems

*ITIL qualified

*Ability to travel between group sites within the Midlands, UK and international

*Valid driving licence and passport required

This is a great opportunity to join an established organisation during an exciting period of change. My client is looking to pay a competitive salary of £40,000 - £45,000 plus a great company benefits package.

IT Service Delivery Manager / ITIL / Service Management / Permanent / Birmingham / Midlands

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