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IT Service Delivery Manager- 12 Months- Stevenage/Hybrid- 65-70 ph inside IR35
The Service Delivery team consists of a diverse team of people specialising on all the service management and technical management practices of ITIL V4 (or the 4 functions of ITIL V3). We pride ourselves on being a high performing team with great colleagues.
Responsibilities:
- Ensure that issues are effectively managed. Ensure that you are visible & approachable at all times.
- To ensure the effective delivery of our IT workplace services by effective contract management of the suppliers. This service includes progress chasing incidents, requests, responding to management information, and escalating issues to Line Management where required
- To provide an interface for receipt of feedback on all service issues arising, review with Line Management and respond to users such that customer confidence is maintained
- To contract manage the IT Customer Services and Infrastructure to deliver IT services against their SLAs, take corrective action where required and report back issues to Line Management.
- Manage and develop the Customer Service Reviews, with our customers and suppliers, ensuring successful delivery of services to customer base and value add activities.
- Identify areas of service that can be improved and develop service improvement plans in conjunction with the wider Service Delivery Team.
- Assist Customer Service and Infrastructure Front and Back Office Management with contract renewal and negotiations.
- To provide administrative support to IT Customer Services Service Delivery including but not limited to eRequisitions, e-catalogue, mobile telephony billing enquiries, request for quotations, mailbox management, intranet updates and specific reporting on mobility
- General support to Incident Management processes and issuing regular bulletins/updates - assisting with the administration of alerts via Athoc and red team management.
- Review of all services to ensure that ITIL standards, processes are reviewed, managed and enforced.
- Assist with the support needed for all sites including any satellite sites where required to cover absence and specific activities which may better suit skillset.
- Contribute on behalf of manufacturing to the IM Change and Problem Management process such that business interruption can be avoided ensuring a group IM approach.
- Work effectively with the Facilities Management team for site moves and redevelopments in. Ensuring no loss of service to the user base
Skills/ Experience:
- High level customer care skills with responsibility for majority of business critical users
- Contract and supplier performance management skills working in partnership relationship
- Broad understanding of IT technologies across the range of IT services
- Broad understanding of Commercial, Customer Support, Manufacturing, Technical and Engineering, HR activities and relevance/criticality of IT support
- Good understanding of RFI / RFP activities and contract negotiations.
- ITIL Qualified
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
