Head Of IT Service Delivery

£85,000 | Chatham | Permanent
Posted 2 months ago

Head of Service Delivery
£85,000 Base Company / Personal performance bonus (20% of base Salary), Pension etc.

A growing Financial Services firm are looking to apppointa key member of their core IT Services based in their UK offices in the south east corner of the UK.

The IT Service Delivery Manager will lead a Service Management team including Service Desk analysts and Level 1 support staff and desk-side support analysts based in the UK and offshore

The successful applicant will be responsible for the day to day management, triage & resolution all IT incidents raised via the internal Service Desk.
They will also be responsible for all implementing and managing all aspects of effective IT Service Management including Incident Management, Problem Management, Service Level Management, Change Management, Asset Management and Configuration Management.

The key purpose of this role is to effectively manage the core IT Service Management disciplines across the organisation and to drive timely communication and escalation with business stakeholders.

Core Responsibilities;

• Manage the Service Desk tickets in agreed Service Level Agreements.
• Clearly define Service Level Agreements and ensure communication of service delivery standards.
• Manage internal and external suppliers to ensure that OLA’s are agreed and then met - appropriately integrating /aggregating to meet overall SLA targets
• Ensure Key Performance Indicator reporting on Service Desk tickets and incidents.
• Identifying and implementing service management process and quality improvements;
• Identify and manage IT Problems through to resolution ensuring and tracking Root Cause accuracy.
• Track production incidents through the OSIRIS system ensuring that they are adequately addressed on a timely basis communicating as required.
• Managing relationships with internal and external suppliers.
• Managing relationships with senior business stakeholders.
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment

• Previous experience managing teams of greater than 10 people is essential.
• Previous line management experience of offshore service desk and/or support teams is highly desirable.
• Experience as an IT Service Manager is essential.
• Experience of implementing and managing a service management framework and SLA’s is essential.
• Previous senior stakeholder management experience is essential.
• Experience working with multi-location/offshore internal clients is essential.
• Experience managing a live production service desk is essential.
• Previous experience of implementing and working with multiple of the following is essential: LAN/WAN network technologies e.g. Cisco, MPLS, LES circuits, IT productivity software, (Exchange, Skype for Business etc., intranet technologies), AV Protection, Monitoring and configuration Systems (SCOM, SCCM and OPManager), Windows server and desktop platforms, Database systems and associated applications, Virtualisation (VMware), Storage (HP SANs) and Support, IT Security (Websense, F5, Dell SecureWorks etc.) and Web Infrastructure.

For more information about this role, please contact:

Andy Banks

01442 509 072

See Andy Banks's jobs
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