IT Service Delivery Manager

Line of Service Internal Firm Services

Industry/Sector Not Applicable

Specialism IFS – Information Technology (IT)

Management Level Manager

Job Description & Summary The IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role. It requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard through fixing any reliability issues, tracking service metrics, and helping to lead the professionals responsible for getting services delivered to clients. This role requires someone who can keep a positive relationship with (internal) clients, meet deadlines, lead a team, stay organized, manage conflict and use creativity to find ways to make the service better and improve customer satisfaction.

Responsibilities

Service Management

  • Maintain high performing service support functions including Nexus, Helpdesk, Tier 2 support, Meeting (AV) support and VIP support
  • Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the Escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Meeting & Event Support

  • Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate staff on how to use the meeting room and collaboration technology effectively
  • Work with IT Asset Vendor and Infra teams on delivering the ad-hoc or regular events services (laptop, IP phone and network requirements)

Performance & Quality

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Lead the support teams to continually improve the end user experience and customer satisfaction

Technical

  • Work with the Tech Deploy and Release team on the evolving standards for hardware, software and security in the desktop environment

Qualities and Skills required

Essential

  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident
  • management, escalation procedures and related disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organisational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Knowledge of using ServiceNow is an advantage

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognise this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organisational needs. Any major changes will be discussed with the post holder.

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date JOB DESCRIPTION Job Purpose Oversee the Operations of IT service solution delivered. Provide strategic and thought leadership, direction and vision to the Operations Management …Singapore, Singapore Company: Singtel The Service Delivery Manager works within Enterprise Data and Managed Services (EDMS) in Group Enterprise, NCS and is equipped with ITIL/I…You will cover a range of ITSM processes, which includes but not limited to Incident Management, Request management, Change management, Problem Management, Catalogue Management, Ma…
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