Service Delivery Manager

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Description

We have an exciting opportunity to join the service management team at The Telegraph.

This role is varied; you could run a major incident and lead the problem investigation to find why it happened, and on the same day, managing changes to our production environment or onboarding new services into operational support. You will be creating service documentation and reports, running service reviews, configuring our tools to automate, and looking for opportunities to improve the way we do things.

The team strives for service excellence and delivering a customer first experience through positive interactions. You should have an understanding of ITIL and Agile, be able to work on your own and part of a team; maintain composure in a fast-paced environment, prioritise your work and manage escalations effectively.

Make your mark, bring ideas and shape how we deliver and support our services. If you are ready for a new challenge, apply now!

Key responsibilities will include:

Manage critical and major incidents to resolution; providing communications to customers and senior stakeholders.

Be part of the on call rota for incident escalations.

Manage problem investigations & known errors; working with resolver teams to identify root cause, workarounds and fixes.

Define standards for Service Management practices.

Create and maintain operational documentation.

Manage changes to production environment and onboard new services.

Create KPI reports to review service performance and drive customer satisfaction.

Develop and support our tools using project methodologies to improve how we do things.

Perform internal and external service reviews, identify and manage Service Improvement Plans

Requirements

Experience in 2 or more practices from Major Incident, Problem, Change or Transition.

Understanding of ITIL and Agile methodologies.

Excellent communication skills to both a technical and non-technical audience.

Broad knowledge of technology.

Ability to maintain composure in a fast paced and pressured environment.

Ability to create and maintain documentation.

ITIL or Agile qualifications. (not essential)

knowledge of Atlassian JIRA, JIRA Service Desk & Confluence. (not essential)

Benefits

The Telegraph supports flexible working, per your line manager's agreement.

A range of excellent benefits; including on-site gym, massages, GPs and more.

In-role development and access to formal development.

Opportunity to volunteer and other community initiatives, such as Women in Tech Not Just Code, Telegraph Engineering and awards.

The Telegraph's goal is to foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds.

We are an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.