Service Delivery Manager

Overview

Manage day-to-day IT service delivery, supplier performance and support across the business.

Key Responsibilities

• itil management
• incident ownership
• release planning
• service transition
• continuous improvement
• supplier management

Tasks

-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

• itil v4
• cisco
• azure
• servicenow
• project management
• leadership

What You Bring

-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

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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

About Barratt Redrow

-A major UK homebuilder, known for its residential developments and large-scale projects. -Founded through the merger of two leading construction firms, creating a legacy of quality housing. -Specializes in building homes across urban and suburban landscapes, from starter homes to luxury properties. -Projects range from traditional housing developments to mixed-use urban regeneration, with a focus on sustainability. -Has contributed significantly to UK housing supply, building thousands of homes annually. -Notable work includes the development of new communities and transformation of neglected areas into thriving neighborhoods. -Operates with a commitment to quality, innovation, and integrating modern technologies into construction processes.

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