A well-known media organisation is seeking an IT Service Delivery Manager to lead the Service Delivery tea m in providing the optimum customer (user) experience across the company. You’ll drive a continuously improving service delivery model across a range of technology services and products to meet business and user need.
The team you’ll manage comprises of several 2nd Line IT Engineers and the Service Desk Supervisor.
Responsibilities
- Provide effective leadership of a team of IT personnel, instilling a culture of continual improvement and ensuring skills and capabilities are aligned to the Technical Operations strategy
- Establish clearly defined and effective processes, workflows and systems through which the Service Delivery team meet business and user needs
- To communicate with key personnel at various group companies; ensuring business and user needs are identified and met
- Develop a business and end user "customer" centric ethos within the team
- Establish and maintain meaningful performance criteria and metrics; ensuring the team adhere to and meet the standards required. Create reports and conduct regular and effective reviews with direct reports and senior management
- Ensure clear and consistent communication with key stakeholders and end users across all group companies
- Work closely with the Technology team on day-to-day activities and projects including deploying new services and solutions
- Ensure effective operational and process documentation is created, maintained and accessible to the team
- Provide a structured environment in which team members can thrive and grow including devising and managing departmental and individual training and development plans
- Manage departmental rota ensuring personnel are effectively assigned to support daily operations and projects as required
- Ensure the actions and activities of the Service Delivery team adhere to group policy and legislative requirements
Desired Skills and Experience
- Supervised or managed an IT support team; preferably within a media company and or a federated business model
- Familiar with IT service desk/ help desk best practice e.g. ITIL methodology
- Good knowledge of ITSM systems such as Servicenow.
- Takes a process centric approach to meeting goals and objectives
- Effective communicator with ability to maintain core meaning while adapting delivery style and or message depending on the recipient or target audience
- Able to adapt to changing requirements and circumstances and can identify and deliver creative solutions
- Highly skilled in the use of Office 365 and good knowledge of Google Workspace applications
Competencies and Characteristics
- A people centric leader, able to build trusting relationships through honesty and fairness and provide clarity of purpose and direction to immediate team
- Pro-active and able to establish priorities for self and team
- Ability to navigate the competing demands of multiple stakeholders with tact and diplomacy
- Curious and adaptable
- Passionate about continual improvement for self, team and the business
- Has an awareness of situational dynamics and can prioritise effectively to achieve desired outcomes
- Energy and drive to achieve positive results for the business and team before self
- Remains calm in challenging circumstances