IT Service Delivery Manager

Great Western Railway (GWR)

Swindon

On-site

GBP 54,000 - 66,000

Full time

14 days+

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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

Join to apply for the IT Service Delivery Manager role at Great Western Railway (GWR)

Up to £60,000 depending on skills and experience.

Overview

IT is at the heart of many of the vital services that GWR provides. As our IT Service Delivery Manager you will ensure that our IT team provides best-in-class service, delivering differentiating and innovative solutions to our colleagues.

You will manage a team of support engineers, working collaboratively with the IT team to ensure IT services are available within a controlled, process-driven environment.

We want colleagues to be at the heart of what we do. Working together with the shared goal of providing the best service for our customers drives the culture and mindset of the IT team.

You should be passionate about what you do and be proud to make a positive difference to the services we deliver.

What will I be doing?

Your main responsibilities will be:

Lead the IT Service Delivery team, ensuring all team members are appropriately trained to deliver the required technical support and customer service
Anticipate demand trends to enable appropriate responses and understand impacts
Monitor team effectiveness by gathering and evaluating call statistics to ensure continuous improvement and adherence with internal performance metrics
Establish clear communications with the user base to keep users informed and set correct expectations
Identify and manage the delivery of IT services, including creation and ownership of the IT Service Catalogue
Be the process owner for incident, problem, asset, “Starters and Leavers” and request management; ensure processes are documented, maintained, and adhered to
Manage software/licence volumes, including procurement from 3rd parties
Occasional on-call/out-of-hours responsibilities
Ensure IT service continuity for all critical services and test at least annually
Encourage self-service adoption through end-user initiatives to reduce dependency on the Service Delivery team
Lead the Service Delivery team to align objectives with business goals and prioritise accordingly
Leverage tools to support effective operation (e.g., service desk software, monitoring tools, knowledge base)
Create a culture of continuous improvement, identifying opportunities to simplify, standardise and automate repetitive processes

What sort of person are you looking for?

This is a customer relationship role based on successful delivery of services. To excel, you should be:

A skilled Service Delivery Manager with excellent people management skills
Excellent at navigating difficult or complex stakeholder relationships at all levels
Outcome-focused without compromising process integrity and SLAs

What do I need to have?

ITIL certified with good working knowledge of associated processes
Proven experience implementing and maturing key IT Service delivery processes
Experience leading a customer-focused IT Service delivery team
Experience working with 3rd party suppliers
Focus on people management, coaching and developing the team

Where is the job?

What are the working hours?

37 hours per week. This role involves out of hours and on-call responsibilities (no more than 1 in 5). Some travel may be required along our network.

What else do I need to know?

We are committed to equality of opportunity, diversity and inclusion at every level. If you share our passion for the railway, we would love to hear from you.

The Reward

In addition to a great team environment and comprehensive training, GWR colleagues enjoy a range of benefits including a defined benefit pension scheme, free rail travel across the GWR network for you and your family, travel benefits, a company-sponsored health care plan, discounted shopping, gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all colleagues, ensuring equal opportunity to access meaningful employment.

We value our differences and maintain a zero tolerance towards prejudice. We celebrate diversity of thought and progressive ways of working.

We review roles and job descriptions to ensure accessibility and, where possible, support flexible working options. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below and share any needs to ensure a fair process.

https://www.healthassured.org/blog/neurodiversity/

Seniority level