IT Service Delivery Manager - R10210541

Northrop Grumman UK; Cheltenham; On-site; GBP 60,000 - 92,000; Full time

Job summary

A global technology company in Cheltenham seeks an experienced IT Service Delivery Manager to enhance IT Service Management and oversee first-line support teams. You will work with the EMEA IT leadership to foster stakeholder relationships, improve ITIL processes, and ensure high service levels. Ideal candidates will have a degree in Computer Science and experience in a similar role, responsive to changing priorities and travel requirements.

Qualifications

• Extensive relevant professional experience.
• Demonstrate a thorough understanding of technical concepts for the role.
• Experience leading diverse functional teams.

Responsibilities

• Manage and improve service delivered by the Service desk.
• Maintain ITIL Service Process across the EMEA IT Team.
• Drive continuous service improvement.

Skills

ITIL Qualified

Team management

Strong judgment and decision-making skills

User-focused

Excellent communication skills

Education

Bachelor’s or higher degree in Computer Science or related field

Job description

UK CITIZENSHIP REQUIRED FOR THIS POSITION: Yes

RELOCATION ASSISTANCE: No relocation assistance available

CLEARANCE TYPE: UK-Security Check (SC)

TRAVEL: Yes, 25% of the Time

IT Service Delivery Manager

£60,000 - £92,000

Northrop Grumman has an immediate need for an IT Service Delivery Manager to lead the IT Service Management and first-line support teams for IT services delivered in the Northrop Grumman's businesses in the EMEA Region (Europe, Middle East and Africa). You will be responsible for service delivery in partnership with the wider EMEA IT team and Northrup Grumman central IT Service Lines. The position will be located in Cheltenham and will report to the EMEA IT Director.

As part of the EMEA IT leadership team, the initial priorities of the role include:

• Building lasting and productive relationships with key stakeholders
• Shaping and maturing a Service Management function to drive a customer focus mentality and improve ITIL process maturity
• Maintain high service levels in the delivery of first line support

Responsibilities

• Managing and improving service delivered by the Service desk and 1st line support team
• Maturing, implementing and maintaining ITIL Service Process across the EMEA IT Team, including
• Incident and Problem Management
• Change and Configuration management
• Service Level Management
• Financial Management
• Managing IT Service budgets, ensuring cost effectiveness and efficient resource allocation
• Managing IT Service reporting to drive service improvements and improve communication with customers
• Overseeing relationships with third party vendors and service providers
• Instil and drive a culture of continuous service improvement, identifying and implementing opportunities to improve the quality and efficiency of IT services
• Leading the resolution of IT Incidents and Problems, ensuring timely and effective resolution and communication
• Manage effective relationships with stakeholders to ensure the EMEA IT organisation is aligned to customer priorities and influence senior stakeholders / arbitrate when blockers are escalated
• Managing and motivating the team, fostering a positive and productive environment
• Working with wider corporate IT functions to effectively deliver the best possible service

Essential Qualifications

Bachelor’s or higher degree in Computer Science, Management Information Systems, Business or related field of study and extensive relevant professional experience. In lieu of education, extensive related experience will be considered. ITIL Qualified and experience of implementation and ongoing maturity, to improve the effectiveness and efficiency of IT Services delivered Demonstrate a thorough understanding of the technical concepts required for the role Possess a strong user focus demonstrating experience in meeting the needs of users across a variety of channels Experience leading diverse/matrixed functional teams driving outcomes and achieving results Results-oriented team player, with the ability to handle a rapidly changing set of priorities while maintaining a strong professional presence. Must be flexible and demonstrate strong judgment/decision-making skills and risk management, as well as strong business and technical acumen. Excellent organisational, verbal, and written communications skills Management experience and skills, or other comparable leadership positions, to include management of offsite and matrixed personnel, and employee development. 25% travel is required.

Preferred Qualifications

Prior experience of undertaking a similar role for manufacturing, engineering, development and production environments--to include classified and unclassified environments. Comfortable making recommendations that have broad organisational impacts. Possess strong interpersonal and written skills; strong organisational and analytical skills; and must be a team player.

Northrop Grumman is committed to hiring and retaining a diverse workforce, and encourages individuals from all backgrounds and all abilities to apply and consider becoming a part of our diverse and inclusive workforce.