Service Delivery Manager
The Service Delivery Manager will be involved in a variety of tasks to provide a high level of service delivery to our internal clients and partners. The core objective of the role is to create long-term relationships and to build on the existing portfolio of services. The Service Delivery Manager takes full ownership and responsibility with regards to ITSM, CMDB and the services catalogue and ensures GIT delivers high-quality and timely service to employees and partners. Service ManagementOversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).Ensure all SLAs and OLAs to be maintained and reported on according to set business parameters. Manage and maintain the Services technology stack.Service ComplianceMonitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct. Build and document Services catalogue and CMDB.Stakeholder Engagement (Internal & External)Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Build strong and positive relationships with internal clients at various levels. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.User SupportManage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organizing complex user support activities to meet user support standards.Leadership and DirectionCommunicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals. Provide effective work support off-hours as required, including weekends, holidays, and 24/7 on call responsibilities.Insights and ReportingContribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Have a full understanding and operating of GIT to enable reporting on services per technology.Performance ManagementDevelop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.Customer ServiceManage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage Services portfolio within TIH.Continuous ImprovementReview existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered. Identify needs and opportunities. Act as escalation point and subject matter expert with regards to ITIL and services lifecycle management.
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