Service Delivery Manager (SC/DV)

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Reporting into the End User Services (EUS) Service Line Lead (SLL), the EUS Deputy Service Line Lead is responsible for scheduling the daily operational activities across teams located in the Service Line focussing on operational activities together with assisting key Projects for and on behalf of the end Custome. Projects largely comprise of Change Management.

The EUS DSLL will be an initial escalation point for four (4) Team Leads in place who are responsible for the delivery from the following teams to the end users:

*covering conference rooms, VIP customers, Drop in Customers Support

*Desktop & Laptop Support

*IMAC

*Managed Print

*Warehouse

*Hardware Assessment

*Software Build Team

The EUS DSLL ensures the smooth running of activities by managing service delivery, service performance using agreed Service Level Agreements, and Task Management to ensure the teams execute tasks to agreed standards in line with the customers priorities. The DSLL is also responsible for liaising with the Service Line Lead to help drive actions to continually improve team and/or individual performances.

The EUS DSLL performs and owns day to day requirements as directed by the EUS SLL and will provide an escalation point to EUS teams and Service Line Leads (SSLs). This role comprises of team management and resource development responsibilities as well as some light touch technical capabilities. The EUS DSLL is also responsible for dealing with escalations from key contacts within the customer.

DETAILED JOB DESCRIPTION:

The primary function is to assist with managing the team leads and facilitating tasks to ensure a stable service delivery to the customer.

The DSLL is responsible for day-to-day operational delivery and performance, IT service delivery processes, people management and ensuring that the service line team is resourced to support service and business demands.

Responsibility and management of the Warehouse, IMAC and Builds, Evergreen (see above for definition) & Desktop/Laptop management, tasks include:

*Deputise for the EUS SLL as directed

*Provide a point of contact for Management and key Customers

*Oversee the in scope EUS teams

*Provide deputy management for the Team Leads (4 FTE)

*Represent the Account in facing meetings

*Provides a point of escalation to resources

*Own and resolve complaints and escalations on behalf of EUS

*Deliver consistent and stable service

*Provide reporting and management information to assure service delivery to agreed Service Levels

*Ensure EUS service offerings are delivered by the appointed team leaders and their respective resources

*Assist with the recruitment of team resources

*Assist with the Management for direct reports including

oDeveloping Resources - provide career paths and coach resources to fulfil potential

oHold 1:1 meetings with direct reports

oDocument output from 1:1 meetings and develop personal development plans based on aspirations and potential of resources

*Deal with regular bespoke ad-hoc requests/tasks

*Ensure technical and mandated training is completed as required

*Co-ordinate with the management and Team Leads regarding Acceptance of Projects/Changes to Service/ Acceptance into Service

*Support the EUS SLL regaridng Project Management and the PMO (Cost, Time, Quality) with Project Initiation and delivery

*Interface with the PMO and Programme Lead to ensure that Project Resource allocation is confirmed and committed to the delivery of agreed, scoped and costed projects, in line with PMO/Project/Programme processes

*Service Line Lead is responsible for delivering contracted RUN/Change services for the service line is resourced and meets contracted demand

*Implement agreed CSI deliverables

*Onboarding/Offboarding resources

ESSENTIALS SKILLS/QUALIFICATIONS:

*Previous Experience as a Service Delivery Manager

*Excellent communication and presentation skills

*Excellent written skills

*Excellent customer facing skills

*Excellent problem-solving skills

*Experienced negotiator

*Ability to manage and motivate resources

*Strong people management experience

*Ability to interact with all levels of seniority within internal and external stakeholders

*Solid understanding of Desktop/Laptop build, test, deploy, recover, dispose cycle for in scope hardware

*Experience of Service Management in complex operating models spanning internal IT teams and outsourced suppliers

*Commercial awareness an experience of working in cross functional environment

*Strong prioritisation, planning & time management skills

*Understanding of key financial indicators and able to evaluate strategic options and opportunities

*Experience of process improvement and automation

*Advanced Microsoft Office suite skills (especially PowerPoint and Project)

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.