IT Service Delivery Manager

We are working with an established organisation in their field seeking an experienced and proactive IT Service Delivery Manager to oversee the management of our technology infrastructure and ensure compliance with key industry standards, including ISO 27001 and Cyber Essentials Plus. You will work closely with external IT providers, manage ongoing projects, and take ownership of compliance and audit processes. This is a fantastic opportunity for an IT professional with a strong background in service delivery, project management, and compliance, who is eager to drive technological excellence and support our business needs.

Key Responsibilities:

• Third-Party IT Provider Management:

  • Act as the primary point of contact for third-party IT partners.
  • Manage and resolve outstanding IT issues and tickets from inception to resolution.
  • Monitor and report on SLA performance, ensuring providers meet agreed standards.
  • Communicate effectively with internal stakeholders, providing regular updates.
  • Address and resolve any performance issues with providers through regular review meetings.
  • Uphold provider contracts to the highest standard, ensuring SLA compliance.

• Compliance Management:

  • Oversee the organisation's adherence to externally validated standards (ISO 9001, ISO 27001, Cyber Essentials Plus).
  • Conduct internal reviews, risk assessments, and audits to ensure ongoing compliance.
  • Prepare for and lead both internal and external audits.
  • Maintain meticulous records to provide evidence for compliance audits.

• Project Management:

  • Lead IT-related projects, ensuring best value is obtained from suppliers.
  • Scope projects, produce business cases, and collaborate with external providers to ensure smooth progress.
  • Provide regular updates on project milestones to the business.
  • Act as the designated point of contact for IT providers on all business projects.

• Risk and Disaster Recovery:

  • Manage and maintain the organisations risk register and Business Continuity Plan (BCP).
  • Conduct annual disaster recovery tests and update the risk register as required.

• Asset Management:

  • Maintain and update the organisations asset register, ensuring accurate tracking of all IT assets.

• Supplier Management:

  • Challenge suppliers on a technical level to ensure the organisation receives the best technological solutions and upgrades.
  • Work closely with third parties to stay updated on the latest requirements for compliance standards.

• Change Management:

  • Oversee the change management process for all systems, ensuring smooth transitions and minimal disruptions.

Key Skills & Experience:

• Previous experience in compliance, service delivery, or IT management, ideally within the legal or insurance sectors.
• Solid technical background with the ability to challenge and collaborate with IT providers.
• Proven experience in project management and successful project delivery.
• Proactive, with a solution-driven mindset and a "can-do" attitude.
• Self-motivated with strong organisational skills and the ability to multitask.
• Excellent stakeholder management and negotiation skills, with a proven track record in achieving commercial success.
• Strong attention to detail and ability to work under pressure in a fast-paced environment.
• Excellent presentation, communication, and writing skills, able to engage with stakeholders at various levels.
• Up-to-date knowledge of changes in compliance standards such as ISO 27001 and Cyber Essentials Plus.

What We Offer:

• Opportunities for professional development and career growth.
• A collaborative and supportive work environment.

If you're an experienced IT professional with a strong focus on compliance, service delivery, and project management, we encourage you to apply for this exciting opportunity.