IT Service Delivery Manager – ITIL/ITSM – New Role

IT Service Delivery Manager – ITIL/ITSM – New Role

Keywords: IT Service Delivery, IT Service Delivery Manager, SDM, ITIL, ITSM, Defence Sector

A leading organisation in the Bristol area requires an experienced IT Service Delivery Manager to build its Service Delivery function. The successful candidate will establish, lead and continuously improve a newly formed service delivery team, ensuring robust, compliant and high performing IT services.

Responsibilities

• Taking ownership of Incident, Request, Change and Escalation processes, ensuring timely response, accurate reporting and establishing service improvement activities as required.
• Owning major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Chairing the Change Advisory Board (CAB) as required and guiding the IT Department decision making process.
• Taking ownership for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity planning.
• Aligning service capacity with the strategic requirements of the company.
• Building, recruiting and leading a new IT Service Delivery team
• Driving continual service improvement through KPI reporting and trend analysis
• Defining tooling and platforms to support secure service delivery
• Creating and maintaining SOPs for key service functions
• Leading service transition and onboarding of new service

Qualifications

• Proven experience within a Service Delivery Manager role
• Strong, well-rounded IT operations knowledge
• Demonstrable experience building and leading teams
• Excellent stakeholder management and communication skills
• Experience working in security controlled environments
• Knowledge of Microsoft enterprise environments
• Awareness of ISO 27001, Cyber Essentials Plus and similar frameworks
• Strong vendor and supplier management capability
• Understanding of telephony systems and software licensing models

Please send CV for full job description and an informal chat. Excellent opportunity to join a market leader!

Please note, this role will require the successful candidate to undergo Developed Vetting (DV) security clearance (which will be paid for).

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