Service Delivery Manager

• Maintain high performing service support functions
• Ownership of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required 
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review 
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed 
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner 
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services 
• Provide regular and accurate management reporting on IT Service performance 
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments 
  

Required

• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified with expert knowledge of ITIL disciplines 
• Excellent customer facing skills and experience of dealing as the main point of contact for external customers 
• Experience of managing 3rd parties and 3rd party delivered services 
• Excellent leadership and people management skills 
• Excellent written and verbal communication skills 
• Willingness to support and mentor junior staff 
• Able to work under pressure and meet deadlines 
• Able to manage sensitive and sometimes confidential information 
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Desired

• Knowledge of project management methodologies and techniques 
• Commercial experience in Insurance, Digital sector
  
• Experience of working in a service management role in an AWS environment
  

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