Service Delivery Manager

• Manage the delivery of IT services to one or more business units that Group IT supports.
• Ensure that IT services are delivered to meet or exceed agreed SLAs and that they are aligned with the business requirements.
• Working closely with the Infrastructure and IT Operations teams to assure a stable, reliable and pro-active IT Infrastructure service
• Act as the interface between the business and IT, ensuring that business service requirements are understood and IT services are aligned to meet those requirements.
• Manage the service processes related to the business units you support.
• Track operations and projects related to the business units you support.
• Ensure that service processes are optimized and that they are continuously improved.
• Collaborate with other IT teams to ensure that IT services are delivered efficiently and effectively.
• Manage vendor relationships related to the business units you support.
• Collaborate with external vendors and service providers to ensure the effective delivery of outsourced IT operations.
• Develop and maintain strong relationships with vendors, and monitor service level agreements (SLAs) to ensure high-quality service delivery.
• Participate in the development of IT strategies and plans related to the business units you support.
• Ensure that IT services are delivered in a secure and compliant manner.
• Providing an escalation path for the business for issues / queries.
• Managing the allocation, prioritisation and progression of tasks.
• Operate department processes on an on-going basis ensuring they are both current and reflect best practice (in line with all department job descriptions and objectives), whilst being commercially sound
• Ensure customer service and business KPI's are set, maintained and improved through the IT functions' objectives
• Make best use of business in-house systems, understanding how they can be used most effectively in your team
• Liaise with SLT, technicians and business representatives from all departments acting as the primary source of support between IT and the business.

• Strong knowledge of industry-standard infrastructure frameworks, such as ITIL, and experience implementing best practices.
• Proven experience managing outsourced IT operations and working with external vendors.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Experience participating in IT projects and drafting statements of work (SOW) with outsourcing vendors.
• Knowledge of service delivery and service support disciplines as defined under ITIL.
• Specialist knowledge in developing and maintaining ITIL policies and procedures.
• Project management
• Report Writing, Production of Graphs and Trend Analysis
• Presentations

• Annual Leave - Competitive holiday entitlement of 25 days plus the bank holidays
• Company Bonus - We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme
• Private Medical Cover- This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa
• Pension scheme - we want colleagues to enjoy a comfortable retirements so we offer a great contribution of 5% employee and 8% employer
• Life Assurance - x4 your annual salary
• Wellness - Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
• Eye Care Vouchers - We can provide you with substantial savings with free eye tests and discounts on prescription glasses
• Reward & Recognition - We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!

Culina Group