ICT Service Delivery Manager


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

17th October 2017

Location

London

Salary/Rate

£43000 - £47000

Type

Permanent

Start Date

ASAP

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JOB TITLE: ICT Service Delivery Manager

LOCATION: London

CONTRACT: Permanent

SALARY: £43,685 plus £4,161 London weighting allowance if based in London

PURPOSE

The ICT Service Delivery Manager is responsible for owning IT service management processes, including the day to day management of 3rd party suppliers, supporting ICT project delivery, as well as the leadership and co-ordination of in house teams supporting business as usual ICT services.

Including:

* Contributing to the corporate, strategic and tactical direction for ICT services.

* Customer support, delivery of production IT services (both application and infrastructure)

* Ownership of new or evolving business requirements, ensuring they are translated into new or revised services that align with the ICT Architectural Principles.

* Lead or contribute to ICT infrastructure and strategic technology change projects.

* Contribution to the development and implementation of ICT security processes and compliance requirements.

* Deputising for the Deputy Head of ICT and representing the service as a whole

* Delegated operational and project procurement activities.

The post holder will be expected to gain or hold security clearance to SC level.

Key Relationships:

The post holder will work closely with internal and external stakeholders at all levels, but with a focus on senior stakeholders and key business change drivers.

This will involve close working relationships with other senior managers, Information Asset Owners, Business Owners, ICT Business Relationship Managers, the ICT Contract and Commercial Manager, the ICT Security & Information Assurance Manager and with external supplier managers and their staff.

The post holder will advise and support the ICT senior management team in developing ICT strategy in accordance with business requirements, responding to and providing strategic and tactical direction for business change.

As a primary operational client side contact, the post holder will lead on resolving high profile issues and managing suppliers to ensure a high standard of service at all levels.

The post holder will contribute to the following best practice processes: Daily incident report, Change Advisory Board, change request, problem review, infrastructure and project board, risk review and service improvement. Where required, attend ITSG to report on BAU activities and change programmes.

MAIN DUTIES AND RESPONSIBILITIES

Service management

The post-holder will ensure that all ITIL best practice processes for in house and 3rd party suppliers are implemented, relevant, and effective:

* Incident Management - customers have minimum service interruption and effective support

* Problem management - Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary

* Change Management - BAU and project changes thoroughly assessed via the CAB process before implementation for business impact and scheduled appropriately.

* Configuration management - Maintain a reliable database for asset tracking and relationships between configuration items valid and effective.

* Release Management - Effective forward schedule plan with standard changes and project rollouts incorporated.

* Capacity Management - Infrastructure resources monitored and remain within agreed tolerance for effective service delivery.

* Availability Management - Maintenance windows agreed with the business, key services remain available when required

* Continuity Management - Single points of failure risk assessed, key risks eliminated, Disaster Recovery plans fit for purpose and fully tested.

* Service Level Management - Suppliers fulfil their contracted SLA requirements and in house teams support the agreed OLA targets.

BAU service delivery:

* Matrix management of in- house teams delivering end user, applications, access control, security process and project support.

* Responsibility for the management of ICT service requests, ensuring compliance with agreed governance processes and workflow.

* Review and advise on current capacity management reports.

* Maintain the ICT Operational Risk Register and input into BCP & DR plans.

* Contribute to the Service Improvement plan process.

* Ensure that infrastructure refresh plans are timely, appropriate and delivered without impacting system availability.

* Where appropriate, act as a key escalation contact for Commissioners and Directors for service delivery issues, ensuring they receive an appropriate level of customer care and support.

* Create an effective succession plan for team resilience and staff development opportunities.

* To deputise for the senior ICT managers, when required.

* To undertake any other duties as may be assigned from time to time commensurate with the level and responsibilities of the post.

Project ownership and delivery

* Responsible for reviewing and advising on technical strategy and tactical solutions.

* Contribution to the technical roadmap and forward schedules for project implementation.

* Assess and recommend new system implementations and any potential for cloud service offering alternatives.

* Oversight of infrastructure, system and platform projects- implementation of new and maintenance of existing tech platforms.

* Allocate appropriate resources to project implementations.

* Maintain close links to key business stakeholders, especially Business Relationship Managers, turning feedback into action plans to drive innovation wherever possible.

PERSON SPECIFICATION

The post holder must be able to demonstrate:

* Experience of working client side in an outsourced ICT environment and supplier management against SLAs, monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement.

* Experience of managing the performance of information / information technology and telecommunications systems services.

* Experience of application and release management and ICT change management.

* Experience of working in a secure environment.

* Significant knowledge of end user delivery and network support.

* Knowledge of case management systems.

* ITILv3 Foundation qualified.

* Understanding of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights.

* Experience of managing in house teams to deliver high quality services and outcomes.

* Experience of building strong working relationships with a variety of stakeholders.

* Strong customer focus.

* Ability to manage technically diverse teams to deliver agreed outcomes.

* Experience in delivering strategic and tactical technology change.

* Project management experience.

* Good communication and negotiation skills.

* Positive can do attitude and flexibility of approach.

* Degree, professional qualification or equivalent experience in an Information technology related subject and project management.

CORE COMPETENCIES

CONTINUOUS DEVELOPMENT

Drive to achieve excellence and continuously develop oneself, one's team and the organisation through learning and knowledge sharing.

VALUING DIVERSITY

Openness to working effectively with diverse ideas and people

ORGANISATIONAL COMMITMENT

Meets the standards of behaviour and professionalism required to operate effectively in the IPCC

JOB SPECIFIC COMPETENCIES

ANALYTICAL THINKING & DECISION-MAKING

Thinks logically in analysing complex information in order to identify key issues and make effective decisions

CHANGE ORIENTATION

Ability to adapt to changing demands in the workplace

COMMUNICATION & INTERPERSONAL SKILLS

Conveys information effectively through negotiation and influencing others

RESILIENCE

Demonstrating the confidence and ability necessary to cope with challenging situations

TASK MANAGEMENT

Ability to prioritise effectively so as to meet the goals of the team

TEAM WORK

Seeks opportunities to involve others and is effective working cooperatively with and through them, demonstrating commitment towards team goals

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