Service Delivery Manager - Service Management & Operations

Service Delivery Manager - Service Management & Operations

Reference Number - 78373

This Service Delivery Manager - Service Management & Operations will report to the Head of IS Operations and will work within the Information Systems based in our Crawley office. You will be a permanent employee.

You will attract a salary of 63,126.00 and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 18/02/2024

We also provide the following additional benefits

• Annual Leave
• Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit scheme
• Tax efficient benefits: cycle to work scheme
• Season ticket loan
• Occupational Health support
• Switched On - scheme providing discount on hundreds of retailers products.
• Discounted access to sports and social clubs
• Employee Assistance Programme.

JOB PURPOSE:

IT service is provided by both outsourced managed service providers and in-house functions

The IT Service Delivery Manager will lead our IT Service Delivery function. You will ensure the efficient delivery of IT services to meet our needs. You will manage the service teams, coordinating Service Delivery processes, and maintaining high levels of customer satisfaction. You will ensure a high level of performance across all IT services, ensuring consistency of delivery and alignment to agreed processes, assisting with governance reviews of service integrator capabilities to ensure adherence to operational process and contractual obligations, which may include a selection of following capabilities: Major Incident; Incident; Service Request & Catalogue; Operational Change; Problem; Operational Readiness; ELS; Availability; Capacity; Event; ITSCM; SACM; Software License; Knowledge; CSI

DIMENSIONS:

• Manage a team of 6 specialists
• Operational matrix management of a Supplier team in the region of 60-70 staff, onshore and offshore
• Contract value for scope of responsibilities in the region of 7M per annum.

PRINCIPAL ACCOUNTABILITIES:

• Service Delivery Management:

1. Oversee the delivery of IT services, ensuring alignment with our goals and service level agreements (SLAs).
2. Coordinate Service Delivery processes and workflows to increase efficiency.

• Team Leadership:

1. Mentor a team of IT professionals, including Service Assurance personnel and support teams.
2. Foster a positive and collaborative team culture, promoting continuous improvement and professional development.

• Service Desk Operations:

1. Manage the relationship with the Service Desk provider, ensuring a prompt response and resolution of incidents and service requests.
2. Implement best practices for incident, problem, and change management.

• Customer Relationship Management:

1. Maintain relationships with company partners and departments.
2. Be a contact for major incidents and service-related escalations.

• Performance Monitoring and Reporting:

1. Implement monitoring systems to track the performance of IT services.
2. Generate and analyze performance reports, identifying trends and areas for improvement.

• Continuous Improvement:

1. Identify opportunities for Service Delivery improvement and implement corrective actions.
2. Collaborate with relevant teams to enhance IT service quality and efficiency.

• Vendor Management:

1. Manage relationships with external vendors and service providers.
2. Ensure third-party services align with organizational requirements and SLAs.

• IT Service Catalogue Management:

1. Maintain the IT service catalogue, ensuring accurate documentation of available services.
2. Work with partners to assess and meet evolving needs.

• Risk Management:

1. Identify and mitigate risks related to Service Delivery, including security and compliance risks.
2. Develop and implement risk management strategies.

• Budget Oversight:

1. Manage expenditures to ensure cost-effectiveness.

• Manage process compliance by UKPN and Suppliers and provide education and process adjustment.
• Attend review meetings with Suppliers and UKPN Delivery teams to ensure service quality and process compliance

NATURE AND SCOPE:

This role is part of a team (7 FTEs including this role) which in turn is part of the wider IS Operations team.

You will work relatively autonomously, utilising your in depth of knowledge to lead best practice and optimal service.

You will work out of hours from time to time to ensure business systems and applications remain available to the user base at UK Power Networks.

There will be two main drivers/priorities for the role holder:

• Delivering service to ensure IS performance targets are met. These include System Availability (% of up time for applications), System Reliability (reducing the number of P1 incidents) and Customer Satisfaction (the IS version of BMOCS - striving to be a 9 out of 10 organisation);
• Ensure that the above is achieved within budget allocated

Whilst you will be focussed on a specific area of operations, you will take part in wider governance meetings, providing input and taking actions.

SKILLS, QUALIFICATIONS AND EXPEREINCE:

• Bachelor's degree in Information Technology, Telecommunications, or a related field.
• ITIL Practitioner certification An in depth, operational knowledge of the ITIL framework, preferably to Practitioner level
• The capacity to lead with a forward thinking perspective.
• Take control of major Incidents & problems and lead resolution.
• Experience with coaching people to build their capability and confidence in advising and supporting departments to deal with a range of information technology related issues.
• Excellent negotiating and influencing and relationship building skills at a senior level.
• Play an active role in the resolution of major Incidents & problem investigation
• Promote excellence and quality in all aspects of their responsibilities, identifying and embracing best practice.
• Operating and managing in an environment of change.
• Customer focus - demonstrating a deep understanding of the customer needs.
• Proven experience in IT Service Delivery management.
• Team management skills
• In-depth knowledge of ITIL (Information Technology Infrastructure Library) framework.
• Experience with service desk tools and IT Service Management (ITSM) platforms.
• Analytical and problem-solving skills.

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

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We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.