|Location: Leeds||Salary: £60000 - £65000 per annum|
|Type: Permanent - Full Time||Contact: Ruben Hankinson|
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
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and developing a strong understanding of projects impacting service area and ensuring service impact is minimized and agreed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third party service review meetings covering performance, service improvements, quality and processes
Drive DevOps ways of working in the project and Support teams.
Drive Project teams to implement clean code concepts, SOLID principle, BDD & Test Automation.
Create the roadmaps with business on the various BAU activities and manage expectations during execution of the BAU with IT and Business stakeholders
Should be able to identify Risks and Mitigation plan to customer and Internal stakeholders
Able to give guidance to customer on the innovation and value additions for the tower.
Sound knowledge of P/L for the working area and drive discussions with business for Pos.
Work on margin improvement plan and team optimization.
Represent in various customer and internal review meetings for the Tower.
Drive continuous improvements and automation initiatives
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Job Description : The Service Delivery Manager for a tower will oversee a number of key functions within the tower that enable the delivery of a high quality service to end users, and to ensure Service Support, Projects, Platforms (mostly in HR, Time tracking, Legacy technologies, DevOps, .NET) and Service Delivery processes are in place to meet business needs.
This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.