Technical Service Delivery Manager

Version 1; Telford; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Join a leading technology services firm as an IT Service Manager, where you will ensure the effective delivery of cloud services while managing stakeholder relationships and meeting service-level agreements. This role focuses on operational excellence in a public sector setting, offering a hybrid work environment and professional development opportunities.

Benefits

Private medical insurance

Life insurance

Free eye tests and contributions towards glasses

Incentivized certifications and accreditations

Profit Share scheme

Pathways Career Development Quarterly

Qualifications

• Experience in IT Service Management or Service Delivery Management.
• Knowledge of ITIL 4 frameworks.
• Experience with cloud technologies.

Responsibilities

• Ensure services meet SLAs and associated KPIs.
• Support customer needs and manage service delivery.
• Lead stakeholder management engagements.

Skills

Stakeholder management

Operational processes

Service improvements

Incident management

Change management

Communication

Education

ITIL 4 Foundation

AWS Certified Cloud Practitioner

Microsoft Certified: Azure Fundamentals

Job description

Company Description

Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

Job Description

Do you have a solid background in Public Cloud platforms & products, stakeholder management and an eye for detail when it comes to developing IT processes? If so, then this could be the perfect role for you! We are looking for a candidate with knowledge of ITIL4 frameworks, customer focused with the ability to build long-lasting relationships with stakeholders. You will be part of one of the largest public sector organisations in the UK, with a commitment to achieving our digital transformation goals to provide better services to the public and to create a digital tax system that's simpler, clearer and faster. We are looking for people like you to help us deliver on this mission! Travel to other locations will be required for this role. The primary office location for this role is Telford, other base locations are available where travel to Telford twice per week.

Responsibilities:

• Work within IT Service Level Agreements.
• Support functions and remain responsive to customer needs, being aware of the business needs and impact on service.
• Highlight and escalate issues and risks as appropriate to Service Management leads.
• Ensure all technical change is communicated and managed, with appropriate governance.
• Identify improvement opportunities.
• Stakeholder management engagement.

Qualifications

You will be working in the Service Management Team within Enterprise Cloud Services where you will work closely with Architects, Product Owners, Analysts, Security and Supplier Managers, supporting the Service Owners in performance of their duties, instilling industry-standard best practises within the team. You’ll play a key part in ensuring the Service can be delivered effectively, ensuring availability, performance and process maturity across the technical landscape.

This role encapsulates the IT Service Manager responsibilities for Platform and Product based delivery. The role will be focused on delivering a service that meets all SLAs in place for the services in a defined area including all associated KPIs, alongside taking accountability for the Service Management functions.

The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required.

Essential Criteria:

• Experience in a IT Service Management/Service Delivery Management role.
• Experience and understanding of operational processes involved in running and maintaining a Digital product or service, in an IT service management framework (e.g., ITIL v4) context.
• Experience of engaging and communicating information to various stakeholders across the business.
• Experience of delivering operational / service improvements.
• Experience of building and managing third parties to deliver services / products.
• Experience of managing Incidents, Problems & Change management.
• ITIL4 Foundation qualification.

Desirable Criteria

• Experience of working in a cloud development team and be able to demonstrate a good understanding of cloud technologies, principles, and methodologies.
• Experience of agile working practices and principles – in particular, working closely with or within a product team to lead on the service.
• Good understanding of CI/CD principles.
• AWS Certified Cloud Practitioner qualification.
• Microsoft Certified: Azure Fundamentals qualification.

Qualifications:

• ITIL 4 Foundation

Security

• Successful candidates must undergo a criminal record check.
• Successful candidates must meet the security requirements before they can be appointed.

Additional Information

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life.

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.

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