Service Delivery Manager

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

Benefits of working at Together

• Great Base salary + up to 20% annual performance bonus & great corporate benefits.
• Country’s largest non-bank lender
• Friendly team, great career opportunities
• 26 days holiday, and a day off for your birthday, plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7.8 billion loan book.

As our Service Delivery Manager, you will play a key role in ensuring the delivery of effective Operational service within our Tech function. You will play an active part in Major Incident Management, Service Reviews for Tier 1 suppliers, ensuring that our Tech Department meets its SLA with the business, internal customer reviews and business wide communication related to operational service and stakeholder management. Additionally, you will support IT Admin on invoicing, Group Procurement on Service Relationship Management and will provide input to the Cyber & Operations Director for the IT budget.

Typical duties include (not limited to):

• Support the GTS Service & Operations Manager with any 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 that 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.

This role would suit someone who thrives in a fast-paced operational environment, enjoys owning complex incident and ticket workflows, and is confident engaging technical teams, suppliers, and business stakeholders to protect service quality and SLAs. It would particularly appeal to a detail-focused, analytically minded communicator who can balance hands-on service management and major incident coordination with governance activities such as reporting, budgeting input, invoicing support, and supplier relationship management.

Applicants with a blend of the following experience will be highly regarded:

• Experienced Service Management professional
• ITIL V3 Foundation / Intermediate qualified
• Expert knowledge of, and extensive experience of working within, an ITIL best practice aligned framework/environment
• Experience of leading the implementation of ITSM standards and processes
• Experience of driving and managing continual service improvement (CSI) plans
• Quality and compliance driven
• Demonstrable relationship management skills
• A 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

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks. #TMLP