Service Delivery Manager

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My client based in Sunbury requires a Service Delivery Manager

Role synopsis

Infrastructure and Integration Services (IIS) integrates discrete services into an end-to-end service management model executed from 1st Level Support through to site level delivery of global and local services to deliver value to the business. It aims to ensure the operational integrity and performance of Infrastructure Services, covering: Networks, Platforms and Workplace.

IIS is in service of the overall IT&S vision and in doing so will transform service delivery through our process, people, partners and products delivering value to the business

IIS Customer Services is the First line operational support to the 100,000 customers who use IT across the business. key objectives are to provide the best possible services to our customers, allowing customers to do their Job, adopting a ‘zero ticket’ philosophy, enhancing self-help capabilities and delivering innovative new services and developing proactive partnerships with key vendors.

Within IIS Customer services, Service Desk & Field Services team is responsible for providing operational and technical 'on-Site’ IT support through global and/or regional suppliers. AV support is one of the on-site services and is currently composed of two service offerings:

Specialty AV - for business-critical activities performed primarily by the Upstream segment. These include visualization and advanced collaboration environments

Standard conference room support including digital signage.

Key accountabilities

Accountabilities

Manage the audio-visual support services provided through outsourced service providers.

Manage the relationship with the suppliers

Ensure processes and policies are followed globally including for sites where services are delivered through local suppliers and strive for continuous improvement

Work closely with the site Service Delivery Managers and escalate issues when they have not been resolved at the site level.

Ensure suppliers meet or exceed HSSE requirements.

Responsible for understanding, recording, monitoring and managing risk related to the delivery of services.

Manage the budget for Opex and Investment(Break/Fix)

Review and approve Invoices in alignment with contract.

Attend the Commercial an operational governance meeting and raise exceptions and issues as required.

Review incident profile and E2E problem management across sites and agree on global initiatives to reduce tickets or improve customer experience.

Interact with I&IS Work Place Services to help develop and implement standards

Support other onsite services as required.

Essential experience and job requirements

Extensive experience managing global / regional supplier contracts.

Broad understanding of IT Operations Service Delivery & Contract Management - preferably within the AV space

Broad understanding of AV technologies and standards

IT financial experience including planning and performance.

Proactively takes initiative, manages multiple / conflicting priorities, demonstrates flexibility and adaptability in handling changes.

Robust ability to listen to customers and to translate business demand

Ability to challenge and influence other members.

Strong communication skills - both verbal and written

Strong Leadership-level stakeholder management skills

Ability to build relationships and influence in challenging circumstances.

Strong team working skills, with experience of working in multi-disciplinary and virtual teams.