Service Delivery Manager

Together; East Staffordshire; On-site; GBP 55,000 - 75,000; Full time

Job summary

Together is seeking a Service Delivery Manager to ensure reliable operational service within our Tech function. You will coordinate major incidents, conduct service reviews with Tier 1 suppliers, and manage SLAs while engaging stakeholders across the business.

You will also support invoicing, budgeting input, supplier relationships and IT budget planning, contributing to governance, reporting and CSI in a fast-paced environment.

Qualifications

• Experienced Service Management professional.
• ITIL V3 Foundation / Intermediate qualified.
• Expert knowledge of ITIL best practice aligned framework/environment.
• Experience of leading the implementation of ITSM standards and processes.
• Experience of 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 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

Service Management

Stakeholder management

Governance

Communication skills

Problem solving

Self-motivation

Proactive approach

Analytical thinking

Education

ITIL V3 Foundation

ITIL Intermediate

Job description

Job Description

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.

Qualifications

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

Additional Information

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.