Service Delivery Specialist

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My client based in Sunbury requires a Service Delivery Specialist

The Service Delivery Specialist (SDS) reports to the Service Delivery Manager (SDM) and is accountable for supporting the business in day-to-day operational accountabilities. In addition, the Service Delivery Specialist may coordinate, facilitate and oversee a variety of base operational projects, which contribute to business performance and delivery of a reliable IT foundation. This position is part of the Business Service Management job family under the Service Delivery profession within the company.

The Service Delivery Specialist identifies and deliver opportunities for improving efficiency within the Business Application Services (BAS) Production Manufacturing and Engineering (PME) & Petrotechnical (PT) Teams, and develop, implement and operate these opportunities. The Service Delivery Specialist also develops and delivers insight into operational activity for the PT and PME Teams in order to deliver service improvement.

The Service Delivery Specialist works across all BAS PT & PME suppliers and ensures collaboration between third parties in support of delivery of end-to-end service

The Service Delivery Specialist also ensures that process accountabilities are clear across all roles involved within Service Delivery, and that 3rd parties are discharging their roles as per contractual definitions

Responsibilities:

The Service Delivery specialist is responsible for supporting the ongoing practices of governing, monitoring, and reporting on IT and the business services it provides (including infrastructure, applications, and data). The scope of the role includes management of services delivery by internal and external service providers to meet service levels, and the ongoing relationship with the business to ensure services are delivery in line with business needs.

Improve collaboration between third parties in delivery of end-to-end IT Services

Resolve issues between third parties where there is impact on delivery of end-to-end services

Design and delivery of the operating model that ensures accountabilities are clear between 3rd Parties, BAS Service Delivery Managers, IT&S Managers & BIMs, and the Service Analyst Role

Identifying and implementing opportunities to consolidate PME & PT activity to a central location

Delivering continuous improvement in relation to the services

Improve standardisation of process and activity across BAS PT & PME teams

Prioritised implementation of new activities to improve value and efficiency within BAS PME & PT Teams

Co-ordinating common project activity across PT & PME Teams, e.g. EOSL, CMS Clean-up activity

Works to provide insight to 3rd Party Service Delivery Organisations to help them improve process

Works to hold Supplier Delivery Teams to account in delivering their processes as defined in the contracts

Key accountabilities:

Service Management

Facilitation of Customer Escalations on Operational Support tickets including service desk, desktop, applications and regular/day-to-day SLA management

Assisting the transition of projects into Operational Support

Data gathering in support of DRP/BCP

Application Health Checks, including Assessing SLA Alignment, Reviewing Disaster Recovery Plans, and Document Gaps

Collection and Analysis and Update of CMDB Configuration Items

Developing and maintaining an inventory of IT assets and their relative operational health

Analyzing of demand requirements for various IT&S offerings (e.g., Infrastructure, Data Center, Desktop, and Applications)

Compiling Management Information Reports (Metrics, KPIs)

Managing (Log, Track and Report) Operational Issues Essential experience and job requirements

Successful track record of Leading, Delivering, & Supporting Infrastructure/Application Operations & Service Management environments/portfolios (local area, data center, remote/field, wireless) with multiple stakeholders.

Required Experience:

Knowledge of the Upstream Oil & Gas business and the associated IT Infrastructures, Applications and Service Lines.

Experience working with IT Project Delivery Portfolio Managers, Project Managers, Business Analysts, Service Delivery Teams, and 3rd party service providers across various IT disciplines and geographies.

Experience implementing best practice standards in Service Management and IT Operations Management.

Competence in planning, cost estimating, risk management, performance management, quality & delivery assurance.

Excellent record of Customer Satisfaction.

Excellent analytical skills and assessment of business requirements.

Experience with systems analysis methodologies, standards, tools and techniques.

Experience of delivering excellent written reports and presentations.

Ability to build strong relationships with a range of stakeholders and to operate successfully at all levels within a team/organization.

A very strong customer orientated approach with a good track record of delivery in an environment of continuous improvement.

Experience in working in a fast paced challenging environment while focusing on business priorities.

ITIL Foundation Certified Other essential skills and knowledge

Desirable criteria & qualifications:

Direct experience with my client.

Experience with Operations Coordination & Management and Service Management.

ITIL Intermediate Certification.

ITIL Experience, Conceptual Understanding, Activities Set, Usage.

Experience with CMDB (Configuration Management data base) Concepts and use success, and an industry-leading example of how to bring value via IT to the company's business.