Service Delivery Manager

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Key Accountabilities

*Provide subject matter expertise and leadership in the delivery of Service Management across the University of Bristol IT Services and its supply partners

*Ensure internal and external service teams:

*have a shared understanding of the expectations of IT Services' customers

*are skilled, trained and developed to enable them to deliver high quality service and support following the client's processes and standards

*demonstrate collaboration, service excellence, ownership of customer issues and a culture of continuous improvement

*Ensure operational readiness for all Change including for operational change delivered as part of the IT Service Management (ITSM) Programme

*Ensure operational processes and procedures are well defined, documented, consistently applied across IT Services teams, embedding best practice and maturity across the processes

*Develop and motivate operational teams in order to realise change outcomes and expected benefits

*Ensure underpinning contracts contain the right service level commitments towards support, maintenance and licensing.

*Manage and maintain supplier relationships to ensure service obligations and levels of performance are being met in accordance with contract and agreed SLAs

*To ensure that potential or actual service disruptions are mitigated and resolved as quickly as possible

*Act as escalation point and respond appropriately to alerts and service issues

*Ownership and resolution of service issues through development and implementation of effective corrective plans

*Proactively engage with and lead major incident management when required

*From time to time non-standard hours of work will be required to meet significant operational workload across IT Services e.g. Major Incidents or complex releases into the live environment

*Leadership in alerting, reporting and monitoring of live services

*Report against SLA and KPI's, produce management information with detailed analysis, observations/ insights and recommendations

*Lead and assist with continuous service delivery improvement initiatives including those for customer satisfaction, service performance quality, costs, and risks

*Provide input to operational plans, budgets and forecasts

*Budget management including forecasting and cost / variance management

*Contribute to the department's overall success and assist in other areas of the department where required

*Demonstrate required behaviours in line with expectations of the role

Mandatory Skills

*10 years of Service Delivery Management within complex environments of multiple IT services and supply partners, with multiple constraints and challenges

*Prioritisation and implementation of issue resolution, risk remediation / mitigation and improvement initiatives

*Managed / Overseen Operational Readiness of Major ITSM Programme(s)

*Experience of Service Management toolsets

*ITIL v3 'Expert' certified

Mandatory Business Skills

*Customer Service / Client / Business focused

*Outcome oriented

*Excellent communicator and stakeholder management

*Able to manage conflicting demands

*Excellent team building, motivation and collaboration

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.