IT Service Delivery Manager

Job Description

A well-known media organisation is seeking an IT Service Delivery Manager to lead the Service Delivery te a m in providin g the optimum customer (user) experience across the company. Youll drive a continuously improv i ng serv ice delivery model acrossa range of technology services and products to meet business and user need .The team youll manage comprises of several 2 nd Line IT Engineers and the Service Desk Supervisor .Responsibilities

• Provide effective leadership of a team of IT personnel, instilling a culture of continual improvement and ensuring skills and capabilities are aligned to the Technical Operations strategy
• Establish clear l y defined and effective processes, workflows and systems through which the Service Delivery team meet business and user needs
• To communicate with key personnel at various group companies; ensuring business and user needs are identified and met
• Develop a business and end user "customer" centric ethos within the team
• Establish and maintain meaningful performance criteria and metrics; ensuring the team adhere to and meet the standards required . Create reports and conduct regular and effective reviews with direct reports and senior management
• Ensure clear and consistent commun i cation with key stakeholders and end users across all group companies
• Work closely with the Technology team on day-to - day activities and projects including deploying new services and so l utions
• Ensure effective operational and process documentation is created, maintained and accessib l e to the team
• Provide a structured environment in which team members can thrive and grow including devising and managing departmental and individual training and development plans
• Manage departmenta l rota ensuring personnel are effectively assigned to support daily operations and projects as required
• Ensure the actions and activit i es of the Service Delivery team adhere to group policy and l eg i slative requirements

Desired Sk ill s a nd Expe ri e n ce

• Supervised or managed an IT support team ; preferably within a media company and or a federated business model
• Familiar with IT service desk/ help desk best practice e . g. I TIL methodology
• Good knowledge of I TSM systems such as Servicenow.
• Takes a process centric approach to meeting goa l s and objectives
• Effective communicator with ability to maintain core meaning while adapting delivery sty l e and or message depending on the recipient or target audience
• Able to adapt to changing requirements and c i rcumstances and can identify and del i ver creative solutions
• Highly skilled in th e use of Office 365 and good knowledge of Goog l e Workspace applications

Co m pete n ci e s a n d Ch a r ac te r i stics

• A people centric leader , able to build trusting relationships through honesty and fairness and provide clarity of purpose and direction to immediate team
• Pro-active a n d able to establish priorities for self and team
• Ab ili ty to navigate the competing demands of mu l t i ple stakeho l ders with tact and diplomacy
• Curious and adaptab l e
• Passionate about continual improvement for self, team and the business
• Has an awareness of situationa l dynamics and can pr i oritise effectively to achieve desired outcomes
• Energy and drive to achieve positive resu l ts for the business and team before self
• Remains calm i n challengi n g circumstances