ICT Service Delivery Manager

ICT Service Delivery Manager 8b

The Service Delivery Manager job has the complex challenge of maintaining supplier and application performance from the Trust's outsourced Infrastructure provider. The Service Delivery Manager reports to the CIO and is responsible for ensuring the delivery of service is to agreed Service or Operational Levels.

An overview of the job is to identify failings, formulate rectification proposals and drive through the required changes. The Service Delivery Manager will manage the performance of the Trust's Strategic Delivery Partners ensuring they all meet the agreed KPI's and SLAs, whilst triggering appropriate escalation processes. This role will also be the main escalation point for all ICT Service related issues, taking full responsibility for all Trust ICT related Incidence, such as SIRIs and HIRIs.

Main duties within performance and reporting, analysis and judgement, service improvement and communication skills are as follows:

Developing Technical Strategy
Performance Monitoring and Supplier Management
Creating and Monitoring SLA s
Designing and Delivering Technical Services

You will be ITIL qualified with experience of managing to ITIL Service Management processes and standards combined with a technical understanding and background. Previous experience working for a large multinational complex environment managing outsourced supplier contracts would be highly beneficial. You will be a confident, robust, competitive and direct individual used to a challenging environment, where negotiation skills and consistency are paramount.

For further information please visit our dedicated recruitment microsite.