IT Service Delivery Lead - Incident & SLA Excellence

Together; Cheadle; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Great base salary

Annual bonus up to 20%

Private medical insurance

Pension matching

Health cash plan

Life assurance and CI cover

Gym access

Birthday day off

Job summary

Together in the UK is seeking a Service Delivery Manager to oversee operational service delivery within our Tech function. You will lead major incident management, service reviews with Tier 1 suppliers, and ensure SLA adherence across the business while coordinating budgeting input and supplier relationships.

The role requires strong ITIL experience, change across ITSM processes, and a proactive, analytical communicator who can balance governance with hands-on service management in a fast-paced

Qualifications

• Experienced Service Management professional.
• ITIL V3 Foundation / Intermediate qualified.
• Expert knowledge of an ITIL framework/environment.
• Experience leading the implementation of ITSM standards and processes.
• Experience driving continual service improvement (CSI) plans.
• Quality and compliance driven.
• Demonstrable relationship management skills.
• Flexible and adaptable approach to working.
• Excellent written and verbal communication skills.
• Excellent analysis and problem-solving skills.
• Excellent customer facing skills.
• Self-motivation and able to take responsibility.
• Able to demonstrate initiative and a proactive approach.

Responsibilities

• Support the GTS Service & Operations Manager with escalations regarding incidents, service requests or problems related to the GTS trains.
• Perform Ticket triage across all GTS train queues, reporting on trends and SLA breaches and escalating to team and train Product Managers/Product Owners.
• Monitor all GTS train helpdesk queues for level 2 & level 3 alerts.
• Work closely with all GTS train helpdesk queue owners to ensure knowledge transfer is provided so that ticket allocation on 1st attempt improves and ensure effective service introduction from trains into the GTS Service Desk manager and IT Service Desk.
• Work closely with all trains on release management improvements and feedback any business concern or lessons learned from incidents caused because of a release.

Skills

ITIL

Service Management

Incident management

Stakeholder management

Communication skills

Analytical skills

Problem-solving

Customer facing

Initiative

Self-motivation

Tools

ITSM tools

Job description

Together in the UK is seeking a Service Delivery Manager to oversee operational service delivery within our Tech function. You will lead major incident management, service reviews with Tier 1 suppliers, and ensure SLA adherence across the business while coordinating budgeting input and supplier relationships.

The role requires strong ITIL experience, change across ITSM processes, and a proactive, analytical communicator who can balance governance with hands-on service management in a fast-paced