IT Service Delivery Manager

Steamship Insurance Management Services Ltd; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Join a prestigious P&I insurance company as an IT Service Delivery Manager, responsible for ensuring the seamless delivery of IT services while aligning with business objectives. You will work closely with end users, manage service communications, oversee key ITIL practices, and lead the change advisory board. This role offers the opportunity to enhance your skills in a collaborative environment that values mutual respect and professional development.

Benefits

Private healthcare

Competitive wellbeing subsidy

Flexible working environment

Professional development opportunities

Qualifications

• Proven experience in IT service delivery management.
• Strong understanding and/or certification to ITIL3/4 standards.
• Exceptional customer service skills.

Responsibilities

• Oversee the entire lifecycle of key ITIL practices.
• Manage End to End Service Provision as a point of escalation.
• Take ownership of Major incidents and coordinate resolution efforts.

Skills

Customer Service

Communication

Organisational Skills

Incident Management

Problem Management

Negotiation

People Management

Education

Bachelor’s degree in Information Technology

ITIL 3 and/or 4 Foundation

Tools

FreshService ITSM system

Job description

About the company

Steamship Mutual is a P&I insurance company, with 240 employees worldwide. The Steamship office is located at 155 Bishopsgate in London.

Overall Job Purpose

The IT Service Delivery Manager is responsible for overseeing the efficient and effective delivery of IT services to the Club’s end users, and ensuring that IT operations align with business objectives, meet service level agreements (SLAs), and provide a seamless user experience.

Key Responsibilities

• Oversee and improve the entire lifecycle of key ITIL practices and be proficient in Incident, Problem, Change, Asset, Transition and Service Request management, ensuring timely resolution and fulfilment in alignment with service level agreements (SLAs).
• Manage End to End Service Provision by acting as a point of escalation, ensuring seamless service delivery by adhering to established systems, processes, and methodologies.
• Manage Service Communications by providing regular incident & maintenance and downtime updates as well as reports to Senior Management on all aspects of service performance, ensuring transparency and timely communication on any issues.
• Manage SLA’s/SLO’s and develop service excellent by regularly attending internal and external service review meetings. Document meeting minutes and oversee or assign follow on actions.
• Develop and maintain strong relationships with both end users and third-party suppliers to ensure effective collaboration and service delivery.
• Work closely with the wider IT team and more widely across the business to provide consultative input on solution changes, updates, and upgrades, and assist in defining and communicating accordingly.
• Take ownership of Major incidents, coordinating resolution efforts and conducting post-incident reports for internal distribution. On occasion these may occur out of hours.
• Manage the escalation of incidents and service requests to 3rd line support or external vendors as needed.
• Working alongside project teams to ensure new services are introduced effectively.
• Prepare service delivery documentation, including regular reporting for committee meetings, and ITSLT meetings.
• To Chair the Change Advisory Board and manage the overall process.
• Monitor and report on service KPIs and performance.
• Develop and adapt reporting templates and/or metrics to suit ongoing business requirements.
• Identify problem areas, root causes or general support trends for further review or actioning.
• Work closely with the Service Desk and initiate periodic quality checks across triaging, ticket queues and general desk performance.
• Work closely with the Head of IT Operations and authorisation of service requests and change controls.
• Oversee Starters/Leavers procedure and ensure required steps are followed in a timely manner.
• Ensure the training onboarding procedures and processes are followed for new IT starter.
• Work with IT Administration and assets, stock levels, licencing and general procurement.

Person Specification:

• Proven experience in IT service delivery management.
• Strong understanding and/or certification to ITIL3/4 standards.
• Exceptional customer service skills, with strong communication and interpersonal abilities.
• High attention to detail.
• Experience in the Financial and/or highly regulated sector.
• Strong organisational and time management skills.
• Experienced with incident management and problem management.
• Good general understanding of IT functions and their operations.
• ITIL 3 and/or 4 Foundation.
• Experience of effective working across more than one supply channel (e.g internal, 3rd party suppliers and partners).
• A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
• Excellent delegation skills, negotiation skills and strong people management skills.

Desirable

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Industry certifications such as Microsoft and CompTIA.

• ITIL Managing professional Certification or higher.
• Experience with FreshService ITSM system.

Join Us at Steamship Mutual

• Become part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy.
• Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
• Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy.

Company Values

Mutuality ensuring fairness amongst Club Members

Integrity upholding high ethical, legal, and regulatory standards

Safety and Sustainability contributing to safety of life at sea and the preservation of the environment

Transparency building strong relationships based on trust and open communication

Excellence enabling our people to realise their full potential as team members, industry experts, leaders, and managers

Collaborative embracing flexibility, diversity, and inclusivity

**Steamship Insurance Management Services Ltd is committed to providing a great service to all our members. We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff and we welcome and encourage you to apply**