IT Service Delivery Manager

Job Description

360 Recruitment are a specialist Insurance recruiter, currently recruiting for an IT Service Delivery Manager for an exciting opportunity to join a rapidly expanding insurance provider.Role:IT Service Delivery ManagerSalary:Up to £35,000 Benefits Package:Corporate Benefits Package-

• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Generous maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on Insurance products

Location:Hybrid Role The ability to work from home & working from the Retford or Lincoln or Leicester Offices 1-2 Days per Week (Other offices may be available) Type:12 Month Fixed Term Contract - Full-timeDeliver successful IT Service Management of all IT support including relationship management of the Groups outsourced IT helpdesk as well as oversight of all inherited legacy IT support through acquisition, pre-migration and integration.Ownership, creation, communication and maintenance of all relevant IT policies, user guides and training materials.Business Relationship Management between internal businesses and IT Service Management, building and maintaining strong stakeholder relationships, robust management reporting, increased customer satisfaction and delivery against any relevant developmentrequirementsResponsibilities:

• Relationship Management of the Groups outsourced IT help desk and all other external service delivery suppliers inherited through acquisition until migration.
• Service Delivery Management including:
  • Demand Management (Requests, Incidents, Problem Management and Escalations)
  • Change Management and Acceptance into Service
  • Joiners / Movers / Leavers process
  • Monitoring & Reporting, Auditing and Continuous Service Improvement
• Business Relationship Management as the interface between internal businesses and IT Service Management, responsible for building and maintaining strong working relationships and processes including:
  • Know Your Business (KYB) - information and requirement gathering
  • Stakeholder management and management reporting
  • Customer Satisfaction and perception of service
  • Training and development
• Creation, communication and updating of all relevant IT governance frameworks, policies and rules.
• Identification of key performance indicators, regular reviews of supplier performance against set KPIs and reporting against agreed service levels.
• Managing SLAs both internally and externally, and ensuring any breaches, failures or incidents are escalated and managed appropriately.
• Monitoring, auditing and management reporting on service performance, trend analysis, remedial activity and Service Improvement Plans.
• Planning, monitoring, and recording of all Continuous Service Improvement initiatives to include impact assessment and benefit delivery.
• Be the initial escalation point for all IT Service Management activity.
• Work alongside Finance to monitor spend for IT service delivery, track actuals against agreed budgets and provide input to any reforecasting activity.
• Effective delivery of results through others, including people management of other service delivery co-ordinators.

Skills & Knowledge:

• ITIL Experience
• People management and delivery through others
• Working within a matrixed team
• Excellent communication (particularly written and verbal skills) and stakeholder management capability
• Attention to detail
• Ability to think laterally
• Commercial acumen

Experience:

• Service Delivery Management
• Business Relationship Management
• IT Service Desk Management
• Resilient and positive
• Structured and organised
• Collaborative team player
• Proactive quick learner
• Flexibility to travel

Desirable(Not Essential):

• O365, Azure, AWS, IAM
• SaaS
• IT Infrastructure
• Information Security
• Regulatory compliance
• Insurance / Financial Services
• Supplier Relationship Management
• Project Management
• IT Infrastructure and Cloud Migrations

If the role of IT Service Delivery Manager sounds like the role for you then please make an application and a member of the team will be in contact immediately.

Keyskills :
ITILBusiness Relationship ManagementService Delivery ManagementService Desk ManagementService Level Management