Location: Slough, 5 days per week onsite
Outside IR35
Purpose:
As the IT Service Delivery Manager, you will be responsible for transforming our IT service processes and procedures from a reactive firefighting posture into a proactive and streamlined service delivery function. You will lead the development and implementation of ITIL-based best practices, tailored specifically to meet the needs of our organisation, which encompasses diverse business units and technology stacks. This role is ideal for someone with a proven track record of driving change and building IT service maturity within organisations with underdeveloped service capabilities. You will focus on reducing incidents, enhancing service quality, and establishing a structured and well-documented IT service management environment. Additionally, you will mentor and develop a dedicated IT team member to take over and manage the service once fully operational. Key Responsibilities:
Service Transformation: • Assess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement. • Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery. • Implement ITIL processes and best practices, including incident, problem, change, and service request management. Process Improvement & Best Practices: • Design, implement, and improve service management processes to ensure efficient and effective IT service delivery. • Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance. • Develop and maintain a comprehensive service catalogue and ensure alignment with business needs. Stakeholder Engagement: • Serve as the primary point of contact for IT service delivery, engaging with business stakeholders to understand service requirements and ensure alignment with business objectives. • Communicate effectively with internal and external customers, providing timely updates on service-related matters and setting realistic expectations. Team Leadership and Mentorship: • Provide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services. • Mentor and develop a key individual to manage the IT service once the processes and tools have been successfully implemented. • Foster a culture of continuous improvement within the IT Service, Network and Business applications team. Incident and Problem Management: • Lead efforts to reduce incident volume by identifying root causes and implementing preventive measures. • Oversee the resolution of major incidents and implement long-term fixes to minimise service disruptions. Tool and Technology Implementation: • Assess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery. • Ensure proper documentation and knowledge management to support future service scalability. Key Qualifications:
Experience: • Proven success in IT service management, including IT service delivery, IT operations, and service improvement. • Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions. • Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks. Skills: • Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management. • Experience working with ITSM tools such as Manage Engine or similar. • Excellent communication and stakeholder management skills, with the ability to influence and manage expectations at all organisational levels. • Strong leadership and mentoring skills to guide and develop team members. Certifications: • ITIL Foundation Certification (v3/v4) is required. Advanced ITIL certifications are a plus. • Additional relevant certifications (e.g., PMP, Prince2, COBIT) are a plus. Preferred Candidate Attributes:
A proactive, hands-on approach to driving change and service improvement. Strong problem-solving skills, with a track record of reducing incident volumes and improving service reliability. Ability to adapt quickly to a complex IT environment with competing demands and challenges. Experience in mentoring or coaching individuals for future leadership roles. Why Join Us?
Opportunity to lead and shape IT service transformation in a complex, dynamic environment. Work alongside a talented team, helping to build a culture of continuous improvement. An exciting challenge for someone passionate about creating best-in-class IT services and developing the next generation of IT leaders.
#J-18808-Ljbffr
Purpose:
As the IT Service Delivery Manager, you will be responsible for transforming our IT service processes and procedures from a reactive firefighting posture into a proactive and streamlined service delivery function. You will lead the development and implementation of ITIL-based best practices, tailored specifically to meet the needs of our organisation, which encompasses diverse business units and technology stacks. This role is ideal for someone with a proven track record of driving change and building IT service maturity within organisations with underdeveloped service capabilities. You will focus on reducing incidents, enhancing service quality, and establishing a structured and well-documented IT service management environment. Additionally, you will mentor and develop a dedicated IT team member to take over and manage the service once fully operational. Key Responsibilities:
Service Transformation: • Assess and understand the current IT service delivery landscape, including gaps, challenges, and opportunities for improvement. • Develop a strategic plan to transform the IT Operations team from reactive issue resolution to proactive service delivery. • Implement ITIL processes and best practices, including incident, problem, change, and service request management. Process Improvement & Best Practices: • Design, implement, and improve service management processes to ensure efficient and effective IT service delivery. • Establish service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to monitor and measure performance. • Develop and maintain a comprehensive service catalogue and ensure alignment with business needs. Stakeholder Engagement: • Serve as the primary point of contact for IT service delivery, engaging with business stakeholders to understand service requirements and ensure alignment with business objectives. • Communicate effectively with internal and external customers, providing timely updates on service-related matters and setting realistic expectations. Team Leadership and Mentorship: • Provide guidance and leadership to the IT Support team, ensuring they are equipped with the right skills and knowledge to deliver high-quality IT services. • Mentor and develop a key individual to manage the IT service once the processes and tools have been successfully implemented. • Foster a culture of continuous improvement within the IT Service, Network and Business applications team. Incident and Problem Management: • Lead efforts to reduce incident volume by identifying root causes and implementing preventive measures. • Oversee the resolution of major incidents and implement long-term fixes to minimise service disruptions. Tool and Technology Implementation: • Assess, select, and implement appropriate IT service management (ITSM) tools to support the ITIL framework and streamline service delivery. • Ensure proper documentation and knowledge management to support future service scalability. Key Qualifications:
Experience: • Proven success in IT service management, including IT service delivery, IT operations, and service improvement. • Proven track record of transforming underdeveloped IT service environments into mature, stable, and high-performing service functions. • Experience in implementing ITIL practices and leading IT service transformations in complex environments with diverse technology stacks. Skills: • Strong knowledge of ITIL v3/v4 framework, with a focus on incident, problem, change, and service request management. • Experience working with ITSM tools such as Manage Engine or similar. • Excellent communication and stakeholder management skills, with the ability to influence and manage expectations at all organisational levels. • Strong leadership and mentoring skills to guide and develop team members. Certifications: • ITIL Foundation Certification (v3/v4) is required. Advanced ITIL certifications are a plus. • Additional relevant certifications (e.g., PMP, Prince2, COBIT) are a plus. Preferred Candidate Attributes:
A proactive, hands-on approach to driving change and service improvement. Strong problem-solving skills, with a track record of reducing incident volumes and improving service reliability. Ability to adapt quickly to a complex IT environment with competing demands and challenges. Experience in mentoring or coaching individuals for future leadership roles. Why Join Us?
Opportunity to lead and shape IT service transformation in a complex, dynamic environment. Work alongside a talented team, helping to build a culture of continuous improvement. An exciting challenge for someone passionate about creating best-in-class IT services and developing the next generation of IT leaders.
#J-18808-Ljbffr
