It Service Delivery Manager

The Role

IT Service Delivery Manager (12 months FTC)

Join us as an IT Service Delivery Manager at PIB Group for a fixed term covering maternity/paternity leave. Your role is pivotal in ensuring successful IT Service Management, encompassing support, relationship management with third-party IT service providers, and overseeing legacy IT support through acquisitions, pre-migration, and integration. Occasional office presence is required in our Retford or Lincoln office.

Responsibilities:

• Relationship Management: Oversight of the Group's third-party IT Service Desk and external Service Delivery suppliers acquired through acquisition until migration.
• Service Delivery Management: Managing demand, incidents, problem management, escalations, change management, and acceptance into service.
• Business Relationship Management: Serving as the interface between internal businesses and IT Service Management, fostering strong stakeholder relationships, ensuring robust management reporting, enhancing customer satisfaction, and meeting development requirements.
• IT Governance: Creation, communication, and maintenance of relevant IT policies, user guides, and training materials.
• Performance Metrics & Improvement: Identifying key performance indicators, reviewing supplier performance against set KPIs, managing SLAs, and executing continuous service improvement plans.
• Financial Oversight: Collaborating with Finance to monitor IT Service Delivery spend, tracking actuals against budgets, and contributing to reforecasting activities.
• People Management: Effective leadership of other Service Delivery coordinators to ensure successful results.

Professional Experience & Background:

• Demonstrated proficiency in optimizing Service Delivery for IT operations.
• Proven track record in fostering effective relationships between IT and business units.
• Experience in efficiently overseeing IT service desks for swift issue resolution.
• Established expertise in implementing ongoing enhancements for improved IT Service Delivery.
• Proficient in Microsoft and iOS systems
• Extensive understanding of IT infrastructure components
• Strong grasp of information security measures
• Familiarity with industry regulations for maintaining legal compliance in IT operations.
• Strong verbal and written communication for effective stakeholder relationships
• Meticulous approach in problem-solving and decision-making

Desirable:

• Experience & exposure to Software as a Service (SaaS) platforms
• Knowledge or experience with these platforms and tools: O365, Azure, AWS, IAM, Egnyte, Okta, Exclaimer
• Previous experience within insurance or financial sectors
• Proficiency across various technical domains, demonstrating a robust foundation in IT expertise.
• Competence in conducting effective business analysis within IT operations.

Incentives for You:

• Competitive salary offering
• Attractive benefits package
• Opportunities for career development and growth within PIB
• Access to a comprehensive learning and development framework, including professional study options and apprenticeships.
• Recognition for your contributions through industry awards and accolades
• Join a company that prioritizes employee well-being and offers first-class employee benefits and welfare package.
• Enjoy a flexible working policy that caters to your needs and promotes work-life balance.
• Contribute to PIB's commitment to reducing environmental impact and promoting responsible practices.
• Be part of an inclusive and diverse workforce, as we are an equal opportunity employer.
• Access to a range of discounts and perks through our benefits portal
• Make a difference by participating in fundraising initiatives through PIB Community Trust

REF-210 686