IT Service Delivery Manager

IT Service Delivery Manager
Contract
Remote however some on site travel to Leeds
Inside IR35

Our client is embarked upon an ambitious Digital programme with a key objective to improve its service to patients. This programme is underpinned by Information Technology and the delivery of a range of digital solutions. The Trust’s commitment to this programme includes the implementation of a number of internally developed and externally procured Digital solutions. It is necessary to introduce new, or expand existing, Digital solutions/systems into complex clinical environments which often span multiple departmental and organisational boundaries within the Region.

The ambitions of the programme include:

Driving clinical use of digital pathology nationally and providing a platform to support this;
Designing, building and maintaining a platform for the development of artificial intelligence and the evaluation of the AI lifecycle, and;
Providing a platform for further research & innovation and maximising the platform to facilitate this.

Establish Delivery Framework:

Develop and implement Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPI’s and support growth
Set-up and manage ITSM best practices and drive ongoing maturity.
Define workplace policies, procedures and controls in collaboration with other teams
Drive Service Operation consideration in Service Design, Vendor Selection, and Contracting
Define processes such as change, release management, patching, monitoring, deployment etc for reliable performance
Manage service introduction through clear project service acceptance and readiness criteria
Assist in definition of appropriate technologies required to ensure deliver service to ensure efficiency & effectiveness
Define and agree SLAs with business stakeholders.
Creating full cost and cost driver transparency
Ensure effective vendor governance and underpinning contracts to ensure successful partnership.

Service Delivery Management

Manage service performance against SLAs and underpinning KPIs.
Manage delivery with internal IT teams and through key service vendors
Manage vendors and contracts to optimise partnership value and cost effectiveness.
Surface key risks and issues early, building effective mitigation and stakeholder management.
Manage Major Incidents effectively with clear communication and follow up actions.
Coordinate lifecycle management
Strong technical understanding of workplace/hosting/azure as appropriate
Ability to determine project/programme scope into operational service models

Continuously improve the Service

Continuously improve service and service delivery, including shift left / shift out
Reduce costs while managing overall customer experience.

Qualifications

Desirable: IT or Management Degree, ITIL, certification,

Experience & Skills

ITSM process design and implementation experience
IT Service Management - Knowledge of ITSM best practice i.e. ITIL
Leadership - Strong leadership experience in an IT Service Delivery role to motivate and lead virtual teams and partners.
Technical knowledge – Intune, Autopilot, Virtual Desktop, Windows 10
Communication - Effective collaboration in a global organisation. Strong interpersonal skills to enable collaboration and handle escalations and complaints.
Reporting - Good data analysis to create reports, identify problems and present service status to senior business leaders with appropriate insights.
Teamwork - Work well as part of a team, provide support to colleagues and demonstrate empathy across other IT functions and the business.

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