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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.