IT Service Delivery Manager

This job has now expired please search on the home page to find live IT Jobs.

We create digital services, data tools and technology for businesses to prosper around the world.

Our Digital, Data and Technology team develops and operates tools, services and platforms that enable the UK government to provide world'leading support to businesses in the UK and overseas.

You'll get to constantly push boundaries in an environment free of heavy legacy, driven by curiosity, social purpose, diversity of thought, entrepreneurship and the aspiration to offer an incredible experience to all our users. Find out more on our blog, Digital Trade.

Job Description

Responsibilities

Your key tasks as an IT Service Delivery Manager will involve:

Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract

Take accountability of adherence to agreed metrics and KPIs, processes and procedures for assigned service and contracts

Follow incident management processes, in line with industry best practice, ensuring responses to KPIs through effective investigation and resolution

Be responsible for quality services that meet the needs of the business

Inform and advise on defining, designing, and refining necessary support models to include people, process, and technology in alignment with service management best practice

Support the collaborative, dynamic planning process - prioritising the work that needs to be carried out against the capacity and capability of the team

Embrace agile working practices where appropriate and a ‘digital by default' culture across the department

Manage and effectively engage with stakeholders across DBT

Follow defined processes, helping service continuity planning and support. Identify the information and systems that support critical business processes, integrity and confidentiality and then coordinate design, testing, maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity

Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements

Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users

Feed into the lifecycle management processes within the group

Essential Skills and Experience

You should be able to demonstrate essential skills and experience of:

Implementing policies, processes and procedures based on IT Service Management methodologies and working within their boundaries

Managing third party suppliers, involving working to agreed KPIs and escalating where appropriate, and owning and managing contracts

An analytical approach to problem investigation, understanding the impact of technical changes and recognising opportunities to improve and provide solutions

Identifying key users, stakeholders, and relationships, contributing to building and improving these relationships, possessing an ability to collaborate and communicate across teams and organisational boundaries

Providing written reports that clearly articulate service and/or supplier performance through executive summary, supported by fuller detail

How to Apply

Apply by clicking APPLY NOW.

The Department for Business and Trade embraces and values diversity in all forms. We welcome and pride ourselves on the positive impact diversity has on the work we do, and we promote equality of opportunity throughout the organisation. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Click through to apply and find out more.

Assessment

We'll assess you against these Technical Skills and Behaviours during the selection process.

We will assess you against the following technical skills:

Business analysis

Service reporting

Technical understanding

Detailed explanations of each technical skill can be found on the DDaT Framework.

We will assess you against the following behaviours:

Communicating and Influencing

Working Together

Seeing the Big Picture

Managing a Quality Service