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Form of workThe 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
