Job Description

Job Summary

The IT Services Delivery Manager will take overall responsibility for the delivery of third and fourth line software support including the management of the full Software Development Lifecycle for support applications.

Main Responsibilities:

• Plan, design and guide the support operations strategically and manage the client experience as it relates to the products and services that we offer
• Manage the full Software Development Lifecycle for the supported applications
• Own the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
• Own the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
• Co-design internal SLAs and KPI's along with peers in IT and business representatives.
• Monitor and audit service delivery; ensuring processes are in place and followed.
• Arrange service review meetings.
• Contribute to IT budget and resource planning.
• Contribute to the long-term IT roadmap and strategy.
• Support clients in identifying and coordinating inbound business demand for new solutions.
• Work closely with the clients and development teams on problem management.
• Own and improve the client experience that is offered by our company, including being the escalation point for stakeholders and clients
• Work with the key stakeholders to enhance the client support service delivery and client satisfaction through the development and implementation of a client service strategy which follows ITIL market standards e.g. services catalogue/portfolio, change management, systems status updates
• Monitor trends and changes to understand how to improve the client satisfaction levels using the latest methodologies. Ensure communication takes place both upwards and downwards across all areas of responsibility
• Overall responsibility for the day-to-day management, recruitment, and retention of the Support Team including personal development, training, mentoring, wellbeing, escalation points, holding regular team meetings and reporting of staff changes
• Overall responsibility to ensure the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks and conduct.
• Work with the company and clients to develop continuity and disaster recovery plans
• Plan, prioritise and implement changes to the support systems following ITSM and Risk management best practices

Experience Required:

• Experience of managing application support teams.
• Able to coach and develop team members in implementing service management standards and processes.
• 5+ years' experience of managing Software Service Delivery teams
• Experience of pragmatic implementation of the ITIL framework in a similar sized organisation
• Software Development Project Management
• Evidence of a strong technical experience in 'service delivery' or 'project/solutions delivery
• Be able to demonstrate experience of project delivery from conception to implementation
• Experience with third- and fourth-line incident and problem management

Skills Required

• Builds and maintains strong stakeholder relationships.
• Knowledge of the ITIL framework
• Software Delivery Lifecycle management
• Good personal management skills including good interpersonal and communication skills,
• patience, and the ability to interact with people at all levels offering assurance where necessary.
• Ability to deliver a vision with a diverse team of individuals
• Have very high standards of customer care and be insistent that these are maintained by your team
• Ability to maintain objectivity and awareness of entire projects as well as an ability to work on finer detail and process
• Initiative
• Resourceful and knowledgeable
• Excellent oral and written communication skills
• Attention to detail at all levels of a project
• Ability to meet deadlines and work under pressure
• Have a methodical approach to diagnosing and resolving faults

IT Ridge Technologies

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