Please insert the post details
IT Service Delivery Manager
Department / Location:
IT - London
Group IT Manager
Main purpose job:
Work with Group IT Manager in managing IT service delivery. Manage the ITIL processes and suppliers that deliver IT services.
- Dimensions of role
Insert dimension of role
Financial/budget accountabilities: IT
Supports Group IS Service Managing the outsourced contracts and
ancillary contracts £1,000k p.a.
Works with IS Service managers operating companies and Shared Service Center
Any other statistical data:
IT standards apply to 4 operating companies.
IT services are delivered to circa 350 users in 7 offices, primarily in London, Glasgow, Fort William and Utrecht.
As a result, IS services play a critical role in operational objectives.
- Key accountabilities/responsibilities
Insert description for each of the general and role specific accountabilities and responsibilities required to be undertaken by the role, list any specific tasks/activities required to be undertaken.
Service delivery and IT security Group
- Contact with others
Interaction with IT users to provide support, advice and any training required
Working with IS Management in Group and subsidiaries to ensure service standards are maintained;
Working with IS suppliers to Group and subsidiaries to maintain service quality and value for money.
Means of contact:
Telephone, email, Instant Messaging and Face to Face
- Key behavioural indicators
- Person specification
Attainments: education, qualifications & training requirements
BCS ITIL IT Service Management Specialist Certificates (or equivalent)
GCSE Computer Science;
(both certificates or equivalent skills gained in the workplace)
Proficiency in MS Office 2013 applications;
Excellent command of MS Excel;
European Computer Driving Licence (ECDL) Intermediate IT Security (or equivalent)
Abilities: skills & aptitudes required
Good person-to-person skills;
Good communication skills,
Communicate easily and clearly with Users;
Good and clear written and spoken English
Discipline in consistently applying and enforcing the Group IS Service and Security standards.
High degree of attention to detail
Organised and able to multi-task and manage a range of tasks/projects simultaneously
Ability to work under high pressure and some challenging deadlines;
GCSE English Language
General intelligence: experience & knowledge capabilities
Previous experience in similar role(s), 5+ years of experience in IT service delivery.
IT Service Management system experience
Experience in producing technical and end user documentation
Able to quickly interpret requirements and issues, and to review technical designs
Experience in supporting diverse ability users at all levels of seniority;
DNS and SSL management skills
Personal circumstances/wellbeing requirements: e.g. travel, flexibility, health
Post will mainly be located in London however travel to other offices may be required.
Willing to work outside of core hours, sometimes for prolonged periods, to assist in resolution of critical priority issues or deliver projects to deadline;