IT Service Management Delivery Manager

The IT Service Management Delivery Manager is a varied, challenging and exciting role. The role is responsible for ensuring the Service Management processes are leading edge, meet the needs of our internal and external customers and support the delivery of a high performing and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Director for Cyber & Services, the successful candidate will be responsible for delivering IT Service Management to NEC and our customers. The role will have direct line management responsibility for 6 FTEs and a growing team of 60 FTEs across the UK and India. The role is wide-ranging and takes ownership of the design and delivery of the Service Management processes within NEC. The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering the IT Service Management aligned to the ITIL framework and maintaining compliance with ISO20000.

Responsibilities

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Develop and own the end to end Service Management processes & delivery within NEC including;

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Major Incident & Incident Management,

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Problem & Capacity Management,

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Change & Configuration Management,

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Knowledge Management,

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Availability Management

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Lead a team of 60+ FTEs across multiple locations within NEC

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Work collaboratively with the NEC business stakeholders to ensure that their needs and the needs of their customers are well understood and met

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Business ownership of the NEC IT Service Management tool Ivanti - ensuring that it meets the needs of our internal and external customers

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Measure, monitor and review all Service Management processes, using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy

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Manage and forecast resources, ensuring our staff are skilled to the appropriate level

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Support bid responses and the development of service offerings with the business stakeholders to allow us to expand

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Accountable for maintaining compliance to internal and external audits, supporting the maintenance of a number of ISO standards and Security certifications (that rely on Service Management process adherence). Leading internal and external ISO 20000 audits.

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Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements

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Play a prominent role in approving and implementing new services within CST, ensuring all Service Management teams are prepared for service take-on and understand the contractual/ business needs for each service and solution implemented

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Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies