IT Service Delivery Lead - Customer-Focused & Process-Driven

Great Western Railway (GWR); Swindon; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Defined benefit pension scheme

Free rail travel

Discounted shopping

Gym membership

Company-sponsored health care plan

Employee assistance programme

Job summary

A leading railway service provider in Swindon is seeking an experienced IT Service Delivery Manager to ensure best-in-class service from the IT team. You will lead a team of support engineers and manage IT services with a focus on customer satisfaction, improving processes, and enhancing performance metrics. The ideal candidate will have an ITIL certification and substantial experience in IT service delivery management. This position offers competitive compensation and a range of benefits including free rail travel and a pension scheme.

Qualifications

• Proven experience implementing key IT Service delivery processes.
• Experience leading a customer-focused IT Service delivery team.
• Experience working with 3rd party suppliers.

Responsibilities

• Lead the IT Service Delivery team and manage performance metrics.
• Ensure effective communication with users and maintain service continuity.
• Encourage self-service initiatives to reduce dependency on support.

Skills

People management skills

Stakeholder relationship management

Outcome-focused approach

Education

ITIL certification

Job description

A leading railway service provider in Swindon is seeking an experienced IT Service Delivery Manager to ensure best-in-class service from the IT team. You will lead a team of support engineers and manage IT services with a focus on customer satisfaction, improving processes, and enhancing performance metrics. The ideal candidate will have an ITIL certification and substantial experience in IT service delivery management. This position offers competitive compensation and a range of benefits including free rail travel and a pension scheme.