Service Delivery Manager

Description

• Be an ambassador for IT, working across the business to provide effective communication on IT matters and collaborate with other teams to ensure effective dialogue between departments.
• Provide leadership and management to support teams and/or service management team members.
• Ensure all IT services operate according to ITIL framework, covering as a minimum: Incident, Problem & Change enablement.
• Barratt Redrow Service Management Lead representative at partner/supplier Service Review meetings driving performance against contractual commitments and SLA’s.
• Own and develop relationships with key Business System/Function heads and act as their key contact for service queries, escalations and chairing regular Service Reviews.
• Customer focus – identify key customer requirements as well as any change in requirements/scope and seek out ways continually to improve the overall customer experience.
• Attending divisional site visits helping to run IT Tech Bars as per an agreed rota
• Own major incidents and ensure that correct Incident Management and communication procedures are implemented.
• Implement continuous improvement initiatives with internal and external service providers to enhance service delivery and cost optimisation.
• Maintaining adherence to IT governance policies
• Support the transition of service or change (small and large) into support while minimising risks and ensuring operational objectives are achieved ensuring a smooth handover into service
• Ensure the assigned Managed Services, Partners and Suppliers are operating effectively according to defined responsibilities where appropriate
• Accountable for facilitating the planning and technical delivery of releases end to end, ensuring necessary plans and resources are in place

Requirements

• Confidence and ability to express opinions constructively
• Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organisation
• Displays Leadership & Authority with proven ability to lead others under pressure
• ITIL V4 Foundation Certificate preferable, or strong demonstratable understanding from experience.
• Displays role model behaviour with demonstrated experience and ability to lead teams to common business and IT goals.
• Extensive experience around Major Incident, Incident, Problem and Trend Management strategy to drive improvements.
• High level of communication, influencing and negotiation skills, coupled with an ability to build effective relationships at all levels with internal and external stakeholders
• Self-motivator, ability to remain focused when working to specific targets and deadlines
• Strong delivery focus with an ability to ensure others “get on board” quickly and adapt to changing priorities
• Knowledge and understanding of the functionality and integrations of the key Barratt Redrow Business applications/systems and how they are used within the business.
• Previous experience with any of the following is required - o IT infrastructure and network systems: Cisco hardware/Cisco Meraki o Cloud computing/management: Microsoft Azure, Microsoft Intune, M365 o Cloud hosted systems: COINS, MS Dynamics o ITSM Tooling including ServiceNow o Service design and service transition o Project Management
• Effective facilitator directing teams toward rapid resolution of complex issues

Benefits

• Competitive Salary
• Enhanced Family Friendly Policies
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• Choice of Flexible Benefits
• 26 days’ holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Competitive Bonus Scheme

Training + Development

Interview process

Visa Sponsorship

Security clearance