IT Service Delivery Manager

The Service Delivery Manager is responsible for the efficient running of all internally-facing IT services. The role is crucial in enabling every member of staff, and the organisation as a whole, to meet their objectives.

Key Accountabilities / Objectives

  • Ensure that IT Services are delivered to agreed / acceptable standards

  • Manage third party vendors to ensure effective delivery of IT Services to Comic Relief, including networking, telephony, infrastructure, platforms, hardware and software, ensuring that services are delivered to agreed standards.

  • Leads the IT ServiceDesk in providing a high-quality IT support function; takes on incidents, fixes problems and implements changes as required to ensure continuity of services.

  • Works with the Senior IT Solutions Analyst and third parties to implement and support new services.

  • Ensure that all IT hardware, software and services are cost-effectively procured and correctly licensed; maintain accurate and up-to-date inventories

  • Liaise, and build effective relationships with, users at all levels within CR, ensuring clear understanding of need, providing effective services to meet those needs and ensuring that they have a positive view of the IT function

  • Inspirational management of IT Service Delivery team through regular 1-1 meetings, performance objectives, KPI’s.

  • Be an ambassador for collaborative Cross-functional working across the team and wider organisation.

  • Effective management of technology budgets

Essential Education and Skills

  • Skilled IT Service Manager with at least 3 years of experience service provision, preferably in a mixed internal / external (IaaS / PaaS), Windows / Apple / Linux environment. ITIL qualifications would be an advantage.

  • Proven ability to effectively build and manage partnerships with multiple external service providers and internal staff up to and including CEO & Trustees.

  • Excellent management and staff motivation skills; excellent customer service ethos.

  • Technical expertise in many of Comic Relief’s supported technologies would be an advantage: These include, but are not limited to:

  • Microsoft: Windows 10, Office 365, Enterprise Mobility Suite, Azure, AD, ADFS, InTune. Apple MacOS, iOS; JAMF; Adobe Creative Cloud; Box; Manage Engine.

Key Competencies

  • Skilled and adaptable communicator - able to flex style between partners.

  • Collaborative worker – able to work closely with leadership and other teams.

  • Solid understanding of client computing and infrastructure technologies and concepts –and the ability to create a user-centric function with operational excellence at its heart

  • Collaborative approach – able to work closely with others to deliver great results

  • Curious and creative thinker – to create a learning organisation, committed to continuous improvement.

Role posted - 2019-02-11T12:55:29Z 12:55pm, 11th Feb 2019 GMT