ITSM

JR United Kingdom; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player in the Energy/Utilities sector is seeking a Service Delivery Manager to oversee IT service performance and ensure compliance with service levels. This role involves managing relationships with third-party providers, implementing ITIL-based improvements, and ensuring effective communication between technical teams and business stakeholders. The ideal candidate will have a strong background in service delivery management and governance, with a focus on enhancing service quality and efficiency. Join a dynamic team where your contributions will drive meaningful improvements in service delivery.

Qualifications

• Experience in managing IT services and ensuring compliance with SLAs.
• Strong background in ITIL and service delivery management.

Responsibilities

• Oversee IT service performance and ensure compliance with SLAs.
• Manage relationships with service providers and internal stakeholders.
• Implement continuous improvement initiatives based on feedback.

Skills

Service Delivery Management

ITIL

Stakeholder Communication

Governance and Compliance

Incident Management

Vendor Management

Knowledge Management

Tools

ServiceNow

Job description

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Energy/Utilities industry experience is a must*

Key Responsibilities

Service Delivery Management:

1. Oversee the performance of IT services, ensuring they meet agreed service levels (SLAs) and key performance indicators (KPIs).
2. Ensure all services are delivered on time, securely, and within the associated commercial and contractual obligations.
3. Manage relationships with third-party service providers and internal stakeholders to ensure effective service delivery as per agreed SLAs/OLAs.
4. Oversee the knowledge management process and related activities, including capturing, sharing, and accessibility of knowledge articles within ServiceNow.

SIAM-based Supplier Coordination:

1. Implement and manage the SIAM model to ensure cohesive end-to-end service delivery, overseeing vendor interdependencies and ensuring compliance with SLAs.
2. Act as the primary point of contact between internal teams and external service providers for IT service issues and escalations.
3. Manage the major incident process to ensure timely resolution of incidents.
4. Engage key stakeholders to ensure responsibilities are met.
5. Provide MIM service as an out-of-hours on-call service on a rota basis.
6. Review IT service performance regularly and identify improvement opportunities.
7. Implement and maintain ITIL-based continuous improvement initiatives to enhance efficiency, reduce costs, and improve service quality.
8. Gather stakeholder and end-user feedback to drive service improvements.

Governance and Compliance:

1. Ensure compliance with industry regulations, data protection laws, and internal IT governance policies.
2. Conduct regular service reviews with suppliers to ensure adherence to contracts and performance standards.
3. Create, publish, and maintain service reports for stakeholders.
4. Maintain documentation for audits and compliance reviews.
5. Manage service-related risks proactively, including those from supplier relationships, vulnerabilities, or regulatory changes.
6. Work with Service Continuity Management to ensure contingency plans and disaster recovery protocols are in place.

Stakeholder Communication and Engagement:

1. Act as a bridge between technical teams, suppliers, and business stakeholders for clear communication on service performance, incidents, and improvements.
2. Provide regular updates to senior management on service status, risks, and changes.