IT Service Delivery Manager

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As IT Service Delivery Manager, you'll play a key role across Service Operations, with responsibility for the IT Service Desk, Change Management, ITSM tooling and Service Now.Client DetailsMichael Page Technology are delighted to have partnered with a local government authority to support them with the recruitment of an IT Service Delivery Manager. This is a fantastic opportunity to join an organisation where you can make a real difference to the local community. DescriptionWhat you'll be doing:An exciting opportunity has arisen to join the IT Service Operations Team at this local government authority. The Service Operations Team is comprised of approximately 117 employees and is part of the whole IT Service.The role holder will have responsibility for the IT Service Desk, Change Management, ITSM tooling and Service Now. Knowledge/Experience across Problem and Incident Management, Configuration Management, Test and Transition and Product Management would be a plus.You must be ITIL Foundation qualified, and have strong Stakeholder Management experience, 3rd Party Supplier Management experience and excellent communication skills (at all levels within an organisation).The role holder has 6 direct reports and 28 indirect reports, including a Service Desk of 14. So previous managerial experience is a must have. Furthermore, the role holder will be required to work out of hours to provide Duty Problem Manager cover on a monthly basis through a rota system with other Managers within the service Operations Team.The ability to prioritise workloads effectively, deal with escalations in a timely and appropriate manager and remain calm and in control under pressure are other key attributes of this role.To take delivery of and model new services is another must have as you will be joining at a time of significant change with a number of key projects on the pipeline for delivery or in flight, to give examples they would include - a new WAN provision, LAN and WIFI offering and an end user device refresh.Experience in creating monthly reports relating to Service performance and the ensure adherence to KPI's and SLA's are other key aspects to the role. Public Sector experience would be preferred but not essential.ProfileThe role holder will have the following skills and experience:Essential Skills:Strong people management experience within a complex environment.Proven experience managing an IT Service Desk team.Experience of how a Service Desk (Help Desk) operates within an IT ITIL environment.Strong Change Management experience.Experience on a Change Advisory Board/Influencing a Change Advisory Board.ITIL Qualified to at least Foundation Level.Recent experience of Service report writing and other required reports; supported by transparent and factual data analysis; with the aim of demonstrating trending and or Continuous Improvement.A good communicator at all levels within an organisationSignificant experience of IT Service Operations, and how an IT installation works across 7 *24.To work flexibly including out of hours and bank holidays as required to meet customer demand, service requirements and potential incidents up-to a Major Incident.Job OfferSalary:£52,716 - £56,178 per annumContract Type: Full Time, PermanentHours: 35 hours per weekBenefits:Membership of the Greater Manchester Pension Fund (a career average-salary scheme).Defined benefit scheme, guaranteed and backed by law.Employer pays 18.5% - A big contribution which is lost when not in the scheme.Tax relief on contributions so doesn't always cost what you might think.Life Cover- 3 x salary as a lump sum if you die in service.25 days' annual leave, rising to 30 days' after five years.An Annual Leave Purchase Scheme, allowing you to buy up to five additional days' leave via salary sacrifice.Agile working arrangements, giving you access to mobile-working technology and empowering you to work flexibly.Employee Discount SchemeEmployee Assistance ProgrammePersonal Development ProgrammeAnnual Awards for Excellence and Staff Recognition