Infrastructure - Cyber Security - Support - Service Desk.
Description
Job Title:
IT Service Delivery Manager Location:
Lincoln Hours:
39 hours per week - hybrid after probation Grade and Pay:
c. £75k per annum Reports to:
Head of Group Services Purchasing Authority:
Agreed and set annual revenue and capital budget responsibility. Scope and Purpose:
You will oversee several key functions within the IT Team: Infrastructure, Cyber Security, Support, and Service Desk. Details:
You will enable the delivery of a high-quality service to colleagues across the business and ensure that service delivery processes are in place to meet the needs of the business. This position will sit as part of the business’s wider leadership team. Through your relationships with colleagues across the business, you will manage expectations and drive the service delivery team to achieve those expectations to a high standard. This role will be recognised as deputy for the Head of Group Services in the event of critical incidents. Package and Benefits:
Discretionary colleague bonus twice yearly, pension contribution of up to 12% of salary, colleague discount across our family of businesses. Duties and Responsibilities: Maintaining a high performing service function across the IT disciplines noted above. Take ownership of major incidents and ensure that they are appropriately communicated, resolved, and reviewed in terms of root cause. Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Be accountable for the quality of service and performance. Ensure that future demand from growth and projects is understood and factored into capacity plans. Lead internal and third-party service review meetings covering performance, service improvement, quality, and processes. Lead the management of our technology environment and ensure that all equipment is built and maintained to a high standard of performance and security. Oversee the development and implementation of an ISMS strategy and supporting policies and ensure cyber security controls are in line with business risk. Ensure that patching and antivirus updates are applied and managed by the team. Liaise with our Learning & Development team and help to educate colleagues on the use of available technology. Be responsible for the life-cycle management of IT assets including hardware, software, licenses, and warranties. You will manage usage, disposal, license compliance, sustainability, and cost optimisation of IT assets. Ensure the business has appropriate contracts in place with suitably qualified providers to deliver, support and maintain our IT infrastructure. Negotiate/re-negotiate contracts ensuring best value is achieved and evidenced. Recommend budgets and monitor spend, highlighting any expected significant deviation. Provide guidance, coaching, and mentoring to team members. Produce reports and updates for presentation to other senior leaders and society board on technical topics. Support the wider IT team on technical issues. Relationships:
Senior Stakeholder engagement with relevant teams (Support Centre, Audit, Compliance and Risk), with IT (Infrastructure, Applications), Operations (Business Continuity, Crisis Management) and all business lines. External agencies in relation to PCI and other appropriate IS assurance accreditation. Qualifications and Experience: Experience of managing IT Service Delivery across a multi-site business. Experience and confidence in a fluid working environment, with the experience to impose order and structure. Experience in managing external service providers. Experience setting and managing budgets. Awareness of ITIL / ITSM / SDI (Formal qualifications in any of these is Required). Service focused – understands the needs of the business and the customer. Systematic and methodical. Creative, innovative with a thirst for knowledge.
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Job Title:
IT Service Delivery Manager Location:
Lincoln Hours:
39 hours per week - hybrid after probation Grade and Pay:
c. £75k per annum Reports to:
Head of Group Services Purchasing Authority:
Agreed and set annual revenue and capital budget responsibility. Scope and Purpose:
You will oversee several key functions within the IT Team: Infrastructure, Cyber Security, Support, and Service Desk. Details:
You will enable the delivery of a high-quality service to colleagues across the business and ensure that service delivery processes are in place to meet the needs of the business. This position will sit as part of the business’s wider leadership team. Through your relationships with colleagues across the business, you will manage expectations and drive the service delivery team to achieve those expectations to a high standard. This role will be recognised as deputy for the Head of Group Services in the event of critical incidents. Package and Benefits:
Discretionary colleague bonus twice yearly, pension contribution of up to 12% of salary, colleague discount across our family of businesses. Duties and Responsibilities: Maintaining a high performing service function across the IT disciplines noted above. Take ownership of major incidents and ensure that they are appropriately communicated, resolved, and reviewed in terms of root cause. Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Be accountable for the quality of service and performance. Ensure that future demand from growth and projects is understood and factored into capacity plans. Lead internal and third-party service review meetings covering performance, service improvement, quality, and processes. Lead the management of our technology environment and ensure that all equipment is built and maintained to a high standard of performance and security. Oversee the development and implementation of an ISMS strategy and supporting policies and ensure cyber security controls are in line with business risk. Ensure that patching and antivirus updates are applied and managed by the team. Liaise with our Learning & Development team and help to educate colleagues on the use of available technology. Be responsible for the life-cycle management of IT assets including hardware, software, licenses, and warranties. You will manage usage, disposal, license compliance, sustainability, and cost optimisation of IT assets. Ensure the business has appropriate contracts in place with suitably qualified providers to deliver, support and maintain our IT infrastructure. Negotiate/re-negotiate contracts ensuring best value is achieved and evidenced. Recommend budgets and monitor spend, highlighting any expected significant deviation. Provide guidance, coaching, and mentoring to team members. Produce reports and updates for presentation to other senior leaders and society board on technical topics. Support the wider IT team on technical issues. Relationships:
Senior Stakeholder engagement with relevant teams (Support Centre, Audit, Compliance and Risk), with IT (Infrastructure, Applications), Operations (Business Continuity, Crisis Management) and all business lines. External agencies in relation to PCI and other appropriate IS assurance accreditation. Qualifications and Experience: Experience of managing IT Service Delivery across a multi-site business. Experience and confidence in a fluid working environment, with the experience to impose order and structure. Experience in managing external service providers. Experience setting and managing budgets. Awareness of ITIL / ITSM / SDI (Formal qualifications in any of these is Required). Service focused – understands the needs of the business and the customer. Systematic and methodical. Creative, innovative with a thirst for knowledge.
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