Service Delivery Manager, ITIL, SFIA+ level 4/5, Agile, Public Sector, Vendor Management - JY/4885
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Service Delivery Manager, ITIL, SFIA+ level 4/5, Agile, Public Sector, Vendor Management
Main Duties and Responsibilities for Service Delivery Manager
Manage a fully functioning insourced and outsourced service support team with a client centric support approach across multiple locations
Ensure all ITIL functions remains responsive to client needs (including incident and problem management.
Review service catalogue and manage the wider IT service operations knowledge library.
Maintain and regularly assist with testing the IT Service Continuity and plans, ensuring services can be maintained in line with agreed objectives.
Manage the outsourced partner relationship ensuring that monthly reporting and service standards are met across all live services, providing for escalation, and communications for all failure reporting scenarios.
Ensuring that all change boards are communicated and managed within the change windows and that KPI’s are defined and maintained in relation to change across the estate.
Ensure that a program of continuous service improvement is put in place across the service delivery function to aid in problem detection and resolution and for lessons learned.
Provide monthly service delivery reporting, continuous improvement plans and mappings to the directorate plan.
Ensure that all downstream providers deliver against SLA, provide escalation routes and manage performance.
Support the transition and decommissioning of legacy applications as part of the development of modern replacement systems, providing advice of functionality, solution design, and data migration.
Submission Deadline: 19/01/2018 at 15:30
Key Skills / Experience /Qualification for Service Delivery Manager
Requirements ITIL V3 (or Later) with at least 5 Intermediate passes.
The post holder is likely to have an in depth experience of all aspects of IT services deliver
Experience of delivery in a complex multi-vendor supply chain with a mix of internally and externally sourced service provision.
Management experience of working in a major business service organisation in the public sector,
Experience of managing teams, both directly and virtually, in a matrix structure environment,
Experience with Project Management in an Agile environment would be advantageous.
Professional or Agency Specific Framework
SFIA+ level 4/5
ITIL V3 or later
Essential
Good working Knowledge of IT Service Management in a large outsourced environment.
Understanding of formal Service Management principles (e.g. ITIL) and be qualified at least to
Intermediate level in 5 disciplines at V3.
Experience of negotiating Service levels, delivery schedules and prices.
An understanding of formal project management methodology (Prince 2) and the impact of
project delivery on service management.
Experience of requirements gathering and evaluating tenders for new contracts
Service Delivery Manager, ITIL, SFIA+ level 4/5, Agile, Public Sector, Vendor Management
Referral Scheme: If this Service Delivery Manager role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500!! Please see our website for terms and conditions.
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